Trust & Safety Investigator I-1
About the position
Join Turo as a Trust & Safety Investigator supporting a vibrant collection of car owners and travelers. In this role, you will be responsible for executing processes critical to ensuring the safety and security of the Turo community and marketplace. You will respond to, investigate, and resolve assigned risk-related cases including fraudulent activity, missing vehicles, and any other issues that affect safety. The ideal candidate will possess superb judgment, strong interview and communication skills, and a desire to help build a world-class Trust & Safety Investigations team. This position is based in Phoenix, AZ, reports to an Investigations Supervisor, and requires residence in the Phoenix area. Turo is the world’s largest car sharing marketplace, enabling users to book cars from a community of trusted hosts across the US, UK, Canada, Australia, and France. It offers a wide selection of cars, from rugged trucks to luxury vehicles, shared by local hosts.
Responsibilities
• Proudly be the Trust & Safety liaison for escalations from customer support, claims, leadership, and law enforcement
• Provide outstanding support to the valued members of the Turo community in the US, Canada, UK, France and Australia
• Independently manage and prioritize assigned caseload from start to finish with excellent follow-through
• Complete detailed investigations and execute the appropriate strategy for each case type; lead interviews with suspects and victims
• Develop deep understanding of risk signals, review user accounts and transactions, and consistently identify fraud and other high-risk activity
• Communicate case developments, trends, and other insights to team and management to drive continuous improvement
• Work with and foster relationships with a valued network of law enforcement, external partners, and investigators
• Assume responsibility for special projects assigned by management and contribute to colleague's projects
Requirements
• 2+ years of Investigations, Trust and Safety, Loss Prevention, Fraud or Risk Management experience
• Ability to work in a fast-paced environment, drive and embrace change
• Superb and dynamic communication, interpersonal, and investigative skills
• Commitment to high responsiveness and availability, strong ability to prioritize
• Can quickly adapt to new technology and systems
• You are a team player with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, sense of humor, and a commitment to the mission
• BA/BS or work equivalent required
Nice-to-haves
• experience with Kustomer, CRM systems, Google Docs, and MS Office preferred
• Mac expertise is a plus
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
Join Turo as a Trust & Safety Investigator supporting a vibrant collection of car owners and travelers. In this role, you will be responsible for executing processes critical to ensuring the safety and security of the Turo community and marketplace. You will respond to, investigate, and resolve assigned risk-related cases including fraudulent activity, missing vehicles, and any other issues that affect safety. The ideal candidate will possess superb judgment, strong interview and communication skills, and a desire to help build a world-class Trust & Safety Investigations team. This position is based in Phoenix, AZ, reports to an Investigations Supervisor, and requires residence in the Phoenix area. Turo is the world’s largest car sharing marketplace, enabling users to book cars from a community of trusted hosts across the US, UK, Canada, Australia, and France. It offers a wide selection of cars, from rugged trucks to luxury vehicles, shared by local hosts.
Responsibilities
• Proudly be the Trust & Safety liaison for escalations from customer support, claims, leadership, and law enforcement
• Provide outstanding support to the valued members of the Turo community in the US, Canada, UK, France and Australia
• Independently manage and prioritize assigned caseload from start to finish with excellent follow-through
• Complete detailed investigations and execute the appropriate strategy for each case type; lead interviews with suspects and victims
• Develop deep understanding of risk signals, review user accounts and transactions, and consistently identify fraud and other high-risk activity
• Communicate case developments, trends, and other insights to team and management to drive continuous improvement
• Work with and foster relationships with a valued network of law enforcement, external partners, and investigators
• Assume responsibility for special projects assigned by management and contribute to colleague's projects
Requirements
• 2+ years of Investigations, Trust and Safety, Loss Prevention, Fraud or Risk Management experience
• Ability to work in a fast-paced environment, drive and embrace change
• Superb and dynamic communication, interpersonal, and investigative skills
• Commitment to high responsiveness and availability, strong ability to prioritize
• Can quickly adapt to new technology and systems
• You are a team player with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, sense of humor, and a commitment to the mission
• BA/BS or work equivalent required
Nice-to-haves
• experience with Kustomer, CRM systems, Google Docs, and MS Office preferred
• Mac expertise is a plus
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