Jobs @ Turo

Trust & Safety Operations Associate

Phoenix, AZ
<p><strong>Trust and Safety Operations Associate</strong> </p> <p><span style="font-weight: 400;">We’re looking for a passionate customer experience focused professional to join our Global Trust &amp; Safety team at Turo. This is a challenging and rewarding position that encompasses all required duties across Trust &amp; Safety Operations including responding to customer escalations, performing investigations, detecting and preventing fraud, and helping pioneer a world-class on-boarding experience for our guests. You will be responsible for reviewing users, transactions, content, escalated customer disputes and any issues that affect the safety of our online marketplace. You will have the opportunity to learn and grow with our diverse team while utilizing state-of-the-art tools and resources. The ideal candidate has superb judgment, excellent communication skills and a keen eye for details.<br></span><span style="font-weight: 400;"><br></span><span style="font-weight: 400;">This position reports to our Global Trust &amp; Safety Lead in our Phoenix office.</span></p> <h6><strong>Responsibilities: </strong></h6> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Perform investigations of escalated customer disputes and reports from all channels; contact and interview customers, victims and other stakeholders.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Review suspicious accounts, transactions and other high-risk events using internal and external tools to make decisions while uncovering patterns and trends.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support the Trust &amp; Safety Investigations team by collecting and compiling evidence in case management system and following up on cases and contacts.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Work with Verification team to help seamlessly onboard good users and detect risk.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with team to build processes and maintain a safe marketplace; proactively provide suggestions for improvements and contribute to team initiatives.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide feedback and support to cross-functional Operations partners (Customer Support, Verification, Claims) regarding account activity and trends.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Research and analyze data to identify additional fraudulent and high-risk activity while developing recommendations to reduce false-positives and increase accuracy.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Fulfill logistical requests as needed to support the marketplace.</span></li> </ul> <h6><strong>Qualifications:</strong></h6> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">You have 2+ years of Customer Service, Trust and Safety, or Fraud Prevention experience. E-commerce experience preferred.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You thrive in a fast-paced environment, driving and embracing change.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You have superb written and verbal communication skills.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You possess advanced problem-solving and investigative skills, with a knack for uncovering, addressing, and getting to the root of any issue.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You are a team player, with a positive mental attitude, high energy, high integrity, enthusiasm, sense of humor and a commitment to the mission.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong proficiency with technology: experience with Zendesk, CRM systems, Google Docs, MS Office, investigative and fraud prevention tools preferred. </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Capable of working a Sunday - Thursday schedule.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">BA/BS or work equivalent required.</span></li> </ul> <h6><strong>Benefits:</strong></h6> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Competitive salary and meaningful equity</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Employer paid medical, dental, and vision insurance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Apple equipment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Four weeks paid time off, volunteer time off, generous parental leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Weekly catered lunch</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Cell phone and gym monthly reimbursement</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Stocked kitchen and beverages</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Company-sponsored happy hours and team events</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Turo owner matching and vehicle reimbursement program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Turo travel credit every month</span></li> </ul> <h6><strong>About us</strong></h6> <p><span style="font-weight: 400;">Turo is a car sharing  marketplace where guests can now book any car they want, wherever they want it, from a global community of local car owners. Our mission is to reinvent the car rental experience and put the world’s one billion cars to better use.</span></p> <p><span style="font-weight: 400;">We’ve grown the business 10x in the past two years and raised over $200 million from investors like Daimler, SK Holdings, KPCB, Google Ventures, August Capital and Shasta Ventures.</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">#LI-TC1 </span></p>


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