About the team

Turo is redefining car rental and were looking for an ambitious and driven customer support leader to lead our in-house and offshore CS teams and deliver exceptional customer experiences for guests and hosts across the UK.

Reporting into the Director of Operations you will be responsible for the UKs customer experience metrics (CSats SLAs etc.) as well as key operational performance metrics (contact rate roadside incident rate cost per trip etc.). To meet these targets you will manage and inspire a team of in-house Executive Support Associates and outsourced BPO teams. You will developmanage and support cross-functional programs and capabilities that will deliver best-in-class customer experiences.

You will need strong subject matter expertise in understanding the end-to-end customer and agent experience as well as operational performance management. You will liaise with stakeholders across operations product engineering legal and marketing to ensure priorities and outcomes are aligned to business objectives.

What you will do

• Drive performance improvements and develop data-driven solutions in a customer support environment across both in-house and BPO agents

• Directly manage a team of escalation leads who handle inquiries about Host and Guest accounts and Turo services to ensure the highest quality of service and issue resolution

• Evaluate escalation lead staffing and scheduling to ensure the expected volume will be handled within SLA targets. Research and implement process improvements to increase team efficiency and effectiveness.

• Operational excellence: Ensure that CS has a convincing voice at the table by providing compelling business cases backed by data.

• Inspire teams: Champion Turos Mission is to help teams understand how their work contributes to end goals. Work with direct and indirect reports and vendor partners to create team cohesion and engagement.

• Strategic thinking and analytical skills: Ability to look at each problem or data set from many different angles to develop innovative effective and simple solutions.

• Communication/interpersonal skills: be an inspirational leader that can infuse enthusiasm within the team. Collaborate with peers partners and cross-functional teams and use superior communication skills to cultivate professional relationships with key stakeholders.

• Lead develop and support the execution of the support design approach for the Customer Support operations teams.

• Assist in the execution and program management of several high-priority projects to build a unified support experience.

• Serve as a subject matter expert between Customer Support and Global Operations to communicate shared goals product dependencies and timelines.

Your profile

• Experience driving impact with outsourced BPO customer support teams.

• Demonstrated ability to understand data build strategies and effectively monitor both internal team performance and external BPOs.

• A curious problem-solving mentality where you are always seeking better ways to achieve goals question status quo and formulate actions to improve team performance.

• Excellent verbal and written communication skills. Able to cascade functional strategy within the team and to communicate results and actions both internally and with senior leaders.

• Excellent organisational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines.

• Proficient with G-Suite Microsoft Office or related software.

Bonus if you have

• Bachelors degree preferred

For this role the target base salary range in London is 48000 - 60000 annually. This role is also eligible for equity and general our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range individual pay is determined by objective factors assessed during the application and interview process such as job-related skills experience and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule Turists will be expected to work in the office 3 days per week on Mondays Wednesdays and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.

Benefits

• Competitive salary equity benefits and perks for all full-time employees

• Employer-paid medical dental and vision insurance (Country specific)

• Retirement employer match

• Learning & Development stipend to invest in your professional development

• Turo host matching program

• Turo travel credit

• Cell phone and internet stipend

• Paid time off to relax and recharge

• Paid holidays volunteer time off and parental leave

• For those who are in the office full-time or hybrid we have in-office lunch office snacks and fun activities

We are committed to building a diverse team. If you are from a background thats underrepresented in tech wed love to meet you.

Aside from an award winning work environment and the opportunity to be part of the worlds largest car sharing marketplace we are also growing the team quickly - join us! Even if you dont meet every qualification we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the worlds largest car sharing marketplace where you can book the perfect car for wherever youre going from a vibrant community of trusted hosts across the US UK Canada Australia and France. Whether youre flying in from afar or looking for a car down the street searching for a rugged truck or something smooth and swanky Turo puts you in the drivers seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at the App Store and Google Play and check out our blog Field Notes.

Read more about the Turo culture according to Turo CEO Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women minorities individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds experiences abilities and perspectives.

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance as applicable.

We welcome candidates with physical mental and/or neurological disabilities. If you require assistance applying for an open position or need accommodation during the recruiting process due to a disability please submit a request to People Operations by emailing