Senior Product Designer, Support Experience

Job Description

We are committed to building a diverse team. If you're from a background that's underrepresented in tech, we'd particularly love to meet you.

About the team
Thoughtful customer-centered design is central to our mission to put the world's 1.5 billion cars to better use. Our guest team members are obsessed with helping customers find and enjoy their ideal car from our global community of hosts.

About the role
Great customer support is pivotal in reaching our mission to put the world's 1.5 billion cars to better use. As a Senior Product Designer on the Support Experience team, you will drive the user experience vision and execution to elevate our customer support experience to new heights, enabling our global community of guests and hosts to more quickly and easily get the help they need and allow our support teams to operate seamlessly at scale.

You will use your full range of product strategy and product design skills to produce design solutions at the highest level of craft and execution. This includes collaborating cross-functionally to develop product strategy while being hands-on designing new products and tools that 1) transform how customers resolve issues on their own, such as in-app support features (for example), and 2) best support our internal agents by optimizing workflows, tools, and processes.

You will be supported by an incredible Product Design, Design Systems, and UX Research team based at Turo HQ in San Francisco and by a company that values Design as an equal partner in developing pioneering products that are fundamentally re-shaping the future of shared transportation.

What you'll do

• Collaborate with PMs, engineers, and other disciplines to solve interesting problems such as helping guests quickly access contextual support in our mobile apps and building tools that help enable our support agents to offer meaningful solutions for our guests’ unique trip needs (as examples)
• Own the user experience for your team’s projects end-to-end, including contributing to product strategy, running design workshops, and crafting a vision for the future of support experience
• Create, and iterate on IA, flows, prototypes, and high-fidelity visuals across iOS, Android, and Web.
• Work cross-functionally to implement your designs
• Be a bar-raiser by collaborating with our design systems team and contributing to our shared design libraries.

What we're looking for

• Robust UX skills with the ability to design and ship high-quality product experiences
• Experience commensurate with a senior role
• Highly collaborative candidates who excel at both written and spoken communication
• Examples of the design work you're most proud of, with stories of how your designs made an impact
• Good judgment and self-direction
• Humble, low-ego teammates focused on shipping what's best for our customers, even if it's not your design.
• An eagerness to learn from the team, including frequent travel to Scottsdale, AZ (estimated at 2x a quarter)
• Bonus: Experience working in a CX organization

Why you'll love being a part of our team

• We're pioneering, challenging the status quo, and always striving to try new things without fear of failure
• We're efficient, letting data drive our decisions and prioritizing our work based on impact
• We're supportive, always striving to connect, collaborate, and lift each other up
• We're down-to-earth, leading confidently without arrogance, and maintaining humility in our work, our culture, and our product
• We are a high-growth company with strong financial performance and plentiful opportunities for career growth
• We've embraced a hybrid work model bringing together the benefits of in-person collaboration while still having frequent work-from-home opportunities
• We offer a competitive salary, equity, benefits, and perks for all full-time employees

#LI-CW1

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees
• Employer-paid medical, dental, and vision insurance (Country specific)
• Retirement employer match
• $2,000 Learning & Development stipend to invest in your professional development
• $1,000 USD Turo host matching and $1,500 USD vehicle reimbursement program
• $100 USD Monthly Turo travel credit
• Cell phone, internet and Fringe benefit 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 weekly in-office lunch, office snacks, and fun activities
• Annual Turbo Week (week-long, company-wide conference)

About Turo

Turo is the world’s largest car sharing marketplace where you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, France and the UK. Guests choose from a totally unique selection of nearby cars, while hosts earn extra money to offset the costs of car ownership. A pioneer of the sharing economy and the travel industry, Turo is a safe, supportive community where the car you book is part of a story, not a fleet.

Discover Turo at https://turo.com , the App Store, and Google Play, and check out our blog, Field Notes .

Turo cultivates a team of smart, critical thinkers who care about their work and their colleagues. We are always on the lookout for supportive, down-to-earth, pioneering, and efficient people to grow our team's talent and enrich our culture.

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

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!