Customer Support Manager - Canada

We are looking for an entrepreneurial and customer-oriented Customer Support Manager to join our growing team in Toronto. The Manager will be responsible for all aspects of Canadian customer support operations and will be a key member of the operations team for Turo as a whole.

You will help shape Turo's operations strategy in Canada and will make sure Turo provides the best possible quality of service to Canadian customers in two languages through operational excellence. You will be overseeing our offsite customer support team based in Montreal, working closely with them to deliver outstanding customer support quality to Canadian customers while scaling operations to support Turo's fast growth across the country. You will be responsible for driving improvements in processes and policies to better address the needs of our Canadian customers and will be a champion of Canadian customers across the entire organization.

Responsibilities

* Own all aspects of Canadian customer support: quality, service levels, processes, costs, etc.

* Oversee outsourced, offsite customer support team and ensure the team scales with Turo while delivering highest quality of service to Turo customers

* Handle escalated tickets/issues in English and French when necessary

* Work closely with other departments (Shared Services, Content, etc.) to develop and streamline Canadian operations processes and policies for Customer Support

* Be the main point of contact for Canada operations both within the Canada team and the company as a whole

* Work closely with Finance to develop accurate volume and costs forecasts for customer support and ensure we meet our budgeted targets

* Consistently contribute with ideas to further improve the member experience, our product and our operations in Canada

Your profile:

* MUST be fluent in both English and French.

* BA/BS degree required

* 3+ years of experience in operations, customer support and/or risk management in a fast-growing environment; tech, startup and international experience a strong plus

* Great problem-solving skills and analytical abilities

* Outstanding attention to detail, with strong ethic of personal responsibility

* Strong customer service and dispute resolution skills

* Ability to prioritize and handle multiple projects with tight deadlines.

* Good interpersonal skills. Key attributes: positive mental attitude, honest, direct, take-charge, good sense of humor.

* Top-notch oral and written communication skills

* Entrepreneurial and curious mindset

* You want to work at a company that will impact our society, transportation, and the environment.

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, parental leave

* Weekly catered lunch

* 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, gender identity, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!