About the team

The Senior Claims SIU Specialist plays a critical role in protecting Turo’s marketplace by independently handling the most complex, high-risk, and high-impact claims and trust and safety matters. This role requires deep expertise in Turo’s policies and procedures, strong investigative judgment, and the ability to make defensible decisions with significant financial, legal, and reputational implications for Turo and its hosts.

Senior Specialists serve as subject matter experts, escalation partners, and trusted decision-makers, supporting both frontline teams and leadership by resolving nuanced issues, setting investigation standards, and influencing continuous improvement across Trust & Safety operations.

What you will do

• Lead complex investigations and claim resolutions involving high-risk, high-impact matters

• Independently investigate and resolve complex SIU claims and claims cases by interpreting policies and Protection Plans, analyzing evidence, assessing credibility, and making defensible decisions beyond standard guidelines

• Serve as a senior escalation point for disputed determinations, reconsideration requests, and matters requiring arbitration or formal dispute resolution

• Ensure all decisions are well-documented, policy-aligned, and defensible

• Communicate directly with hosts and guests to gather information, explain complex determinations, set expectations, and negotiate resolutions

• Handle high-emotion or sensitive interactions with professionalism, clarity, and empathy

• Apply expert-level judgment in interpreting policies and procedures, including making exceptions when warranted to achieve fair and risk-appropriate outcomes

• Partner with Trust & Safety leadership, Claims, Legal, Fraud/SIU, and cross-functional teams to address emerging risks and systemic issues

• Participate in special projects, improvement initiatives, and business changes, including recommendations for policy updates, KPIs, and quality standards

• Provide informal mentorship and guidance to junior specialists and support calibration efforts

• Share best practices to improve consistency and quality across the organization

• Attend meetings, training sessions, one-on-ones, and complete required administrative and documentation tasks

Your profile

• Advanced investigative and analytical skills with the ability to evaluate complex evidence and draw defensible conclusions

• Strong policy interpretation and independent decision-making skills

• Excellent verbal and written communication skills, including the ability to explain complex or unfavorable decisions professionally and empathetically

• Strong interpersonal and customer service skills, particularly in escalated or high-emotion situations

• Excellent organizational and time management skills with the ability to manage a complex, high-priority caseload

• Strong problem-solving skills and sound judgment when balancing fairness, consistency, and marketplace risk

• Ability to function effectively in a fast-paced, high-stakes environment with shifting priorities

• Proficiency with technology and case management tools, including macOS and Google Workspace

• Demonstrates Turo’s values through work product and day-to-day team interactions

Bonus if you have

• Bachelor’s degree preferred or equivalent professional experience

• 5+ years of experience in auto claims, SIU claims, fraud, investigations, or a related field

• Experience handling complex, high-impact cases involving escalations, disputes, or arbitration strongly preferred

For this role, the target base salary range in Phoenix is $56,000 - $70,000 annually. This role is also eligible for equity and benefits. In 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.

#LI-EG1

#LI-Hybrid

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 that's underrepresented in tech, we'd love to meet you.

Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't 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 world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're 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 driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, 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 PeopleOps@turo.com.