Global Head Of Customer Support

Turo San Francisco , CA 94118

Posted 2 months ago

Turo's Global Head of Customer Support will take Turo's growing CS team to the next level and beyond. You are an expert in customer support, an entrepreneurial leader and want to play a pivotal role in helping Turo further its dominance in the international peer-to-peer car-sharing market. The right leader will be exceptional at both operations and strategy; able get deep into the details of processes and technologies while also understanding how each detail connects to the future and impacts other teams; deeply involved in the day-to-day customer and team experience while also driving the team towards the future; demanding great things of team members while also facilitating work/life harmony. This is a unique career opportunity that offers incredible potential for personal and professional growth.

Description:

  • Oversee all aspects of Turo's CS Operations including 200+ outsourced agents, and a growing internal team of ~15 (includes managers and agents)

  • Drive continuous improvement in the customer experience for Turo's Guests and Hosts

  • Drive continuous reduction in spend

  • Create an exceptional team environment

  • Set and drive the strategic vision for scaling of Turo's Customer Service operation, which is likely to double several times over in the coming years

  • Support the development and creation of superb customer service within our international teams in Canada, UK, DE and more to come

  • Collaborate with Turo's data science, finance, legal and product teams to drive results

Experience:

  • Min of 10 years-experience in Customer Support leadership

  • BA required, advanced degree preferred

  • Exceptional communication, analytical and collaborative skills required

  • Demonstrated experience in managing large teams, multi-site operations, scaling organizations, as well as rolling out new processes & technologies

  • Fast learner, quick problem-solver, passionate about the customer experience

Benefits:

  • Competitive salary and meaningful equity

  • Employer paid medical, dental, and vision insurance

  • Apple equipment

  • Four weeks paid time off, 11 paid holidays, volunteer time off, paid parental leave

  • Weekly catered lunch

  • Stocked kitchen and beverages

  • Company-sponsored happy hours and team events

  • Turo owner matching and vehicle reimbursement program

  • Turo travel credit every month

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!


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Global Head Of Customer Support

Turo