senior software engineer

claims associate

software engineer

staff software engineer

host/hostess

Turo

Workings for Turo has been an absolute roller coaster of ups and downs.

There seems to be a lot of downs lately (also depends on which department you work for). You’re going to get consistent ANGRY and ENTITLED  hosts calling in everyday and it is very overwhelming and exhausting. What would be able to improve this problem is to update and clarify policies externally for what the hosts see on Turo rather what we as agents were trained. There seems to be grey error and vagueness on policies which causes confusion for hosts (and guests) versus what we are trained to tell them whenever they call it. Then after it causes a huge riot between you and the caller because “this says that but you’re saying this, so what is true”. 

Another downside is the lack of communication between each department. Claims are understaffed and do not have a high response rate to the number of requests that are inputted due to customers calling in because they have not heard anything and then demand to be directly transferred. 

The upside is that.. throughout the consistent chaos that is bound to happen day to day with a customer service role, for some reason I do want to stay with Turo because I do see myself being able to be promoted based on my adaptability to policy changes and the ability to obtain information which improves my efficiency as an agent. It’s like a toxic relationship almost. You want to leave but you can’t seem to get away from the bad because it’s the “what’s going to happen next” which causes the anticipation. Also, Turo itself does have amazing benefits all in all but there is a severe lack in policy knowledge. One person says this, one person says this, Turos policy states THIS (there’s always a but) BUT someone says this. It’s a lot of back and forth. What also is a pain and will keep you hurdling is the amount of personalized problems that you encountered from day to day with the callers which makes the action you have to take very confusion because there is a different policy, and procedure for everything for not always for the issue at hand. Having to always escalate and ask another department for update, one time courtesy or assistant is frustrating all in its self because you have to wait HOURS for a response meaning, you cannot promise an estimated time response for the caller due to this uncertainty which leaves them to believe that we’re inconsistent and not being truthful and decreases the amount of trust the customer has with Turo /and or the agent that is assisting. It’s a constant pain because the amount of back to back calls flooding in because they have been waiting for a response or update from a certain department is dreadful because we cannot directly transfer them and have to put in another update request and hope for the best which leads to the customer taking it out on us when we try our most to do what we can with the tools that we use. The communication between departments definitely needs to be improved so there is more transparency. 

Turo it’s self is ok, but there is a lot of room for improvement, ALOT more. I do appreciate Turo giving everyone the opportunity to start their own side hustle and potentially expand into a reputable host that is promoted within status on the platform, but the amount of abuse that is given directly from these hosts to us is completely unacceptable. Hosts should be given more tools and access to more information/ or potentially even mandatory seminars so they can improve their knowledge and reputation as a host to succeed in guest satisfaction and be more understanding towards policies so the amount of volume of dissatisfied hosts can decrease. There is always potential in everything, Turo does have a lot more ways to grow, but it needs to go into another direction from where it’s heading right now. 

A typical day is going into the office and having freedom to work with plenty of support and in a friendly atmosphere. The office is typically filled with snacks, drinks and a variety of food to take. You are given a laptop to take with you, along with headphones. When starting the day, you are to check your dashboard or main sign in page for a list of claims that are to be completed that day, as well as reminders of who you need to call and other tasks that are needed to be done that day. I enjoy the independence as well as the ability to work from home.  Staff are always helpful and willing to assist you with issues that may arise. As far as workplace culture, I cannot be sure. This is because of a high turnover rate and extremely high stress levels that usually peak during the summer and holidays. In my personal experience at Turo, I have found the company really enjoys to have meetings upon meetings which really could have been sent in an email. These meetings take hours away from a job that needs every second to complete during the day. After these meetings that consist mostly of unrelated, unneeded information, you will find yourself confused as to why you just lost 1-2 hours of work time for that. 
 Every minute of your time at Turo will be a very high pressured push to complete more tasks and calls than any human being has time to complete. Most of the managers are willing to help but not all. Unfortunately, my manager has a militant type personality and enjoys micromanaging, which has turned into a complete nightmare.  There is so much that is needed to be done that you feel rushed through everything. And you better not make a mistake or forget to do anything. I am speaking from experience with my current supervisor, but she is constantly asking for meetings, sending memos, and daily conversations about errors or tasks that are impossible to avoid. Due to the nature of our work, customers do not always provide honest answers to claims related questions. But any issue or disruption to a claim will always come down on you no matter if it is your fault or not. Turo places high priority in those surveys that customers leave after dealing with a claims agent. If a customer does not get the money they want, or the outcome desired in a claim, you can expect a negative review. The company takes no account into why there is a negative review, only that it was left for you. It has become a very helpless situation because you know you will receive bad reviews if the customer has to wait long for their car to be repaired or if the amount of money they want is not approved.  You will hear more about those surveys than any other issue during your entire time at Turo.  After a few months of working at Turo, you will realize that all the snacks, the refrigerators full of food and other extras, are all just a cover for the reality of the job. But the reality is that they don't have enough people working at Turo to manage all of them claims. They know this and so they surround you with snacks and food.  Eventually you will be so flooded with claims that go on and on and pressure to solve them as quickly as possible, even tho you cannot resolve many for a variety of reasons. Pay rate is fair. Benefits are good. But as good as the benefits and office snacks are, it will not make the job itself managable. I am at the point at Turo, that I have accepted that I am only one person and can only do so much. They will either fire me or I will find another job

People: You'll work with the most humble, smart people who have strong opinions, but always do what's best for the company's growth and our users'. Everybody makes decisions in their realm keeping the long-term interests of the company in mind. 

Leadership: Upper management is extremely transparent, and shares everything with the employees in a timely manner. If there are things that haven't been finalized, we know. If there are things we need to improve on, we have access to the data to know that. We all feel like owners here.

Growth: Growth is excellent and we're very focused on improving our product and processes constantly to unlock even more growth. Learning is constantly available because you're given autonomy to make a difference.

Work-Life Balance: I don't get any emails on weekends, but weekdays are packed, in a very fun way. We have healthy snacks all the time, beverages, beer, and lunch once a week. There's a ton of lunch spots and food trucks around too.

Things I'd change: There are very, very, very few things I'd change about Turo. A matching 401k program is probably the only thing that comes to mind.

We are short staffed. The workload promised to us as a goal by the CEO was 5 claims a day. We get 12-8 claims a day. Associates break down in tears due to stress and we are told we just can't handle claims. High turn over rate. There is a REASON they are losing their best and tenured associates on top of new hires. The senior associates and supervisors (except the ones that suck up to management) are exhausted and can't af
offer much help due to them picking up management's slack vs being there to support us when we have questions. Management talks to us like we are schoolchildren and can be condescending. There is one manager who is always encouraging and understanding as well as reasonable. He is appreciated. 
The fellow associates are why I stay
 They are wonderful supportive people. I am jealous of certain teams where they have supportive supervisors that are not micromanagers and are active in their team chats. Management needs to have some accountability for the shortcomings in claims and to stop making repetitive processes. We fill out all the information in these boxes and you want the same information to be repeated in new additional notes that are time wasters.

Turo could be an amazing place but recent changes have made it very difficult to be here. The department is severely understaffed and it falls hard on the employees. You are not able to get any time off as only one person can be out at a time per team and the teams are huge so the time off gets booked up immediately and your there picking up the slack of your other coworkers with no rest for yourself. The CEO absolutely demands that everyone be in office full time by Jan and already has forced all employees back to the office in a hybrid schedule until the end of the year. Employee concerns on return to office go unheard by HR or simply brushed off with no concern. I used to be happy working here and now I am not. PLEASE implement WFH before more people leave from this. 

This role requires that you respond to customer inquires via several messaging apps and by email. They use a crm that you basically have to track when customers are doing every step it takes to verify their trip and identity, then assist them in locating and accessing their rented vehicle virtually. It’s pretty easy however management is the owner of the company and it’s a very small circle of those accepted and respected. 

New office is a huge upgrade from the previous space. Workplace is a balance of work and play. The open space environment is great and keeps energy levels high throughout the day.  Can be a bit much at times, but there are plenty of areas to duck away to for meetings or work that just requires an environment with fewer distractions.

Work/Life balance is really something that tries to be prioritized.  Working remotely and PTO requests are not met with reluctance as long as it's not  abused.

This company lies to their employees and doesn't care for their employees at all. The benefits are okay but the management is terrible. The workload is horrible because they just keep giving you big workloads and don't care if you fall behind. When you do fall behind the management then blames you for falling behind and won't help you. The management would rather write you up instead of helping you. This company is the worst place that I have ever worked for. Do not work for Turo!

Nice people. Cheerleading management culture. The technology is 3-5 years behind similarly positioned companies. It has an architectural culture with a lot of room to improve, gaps in professional expertise, resistance to changes, strictly-enforced silos that inhibit the necessary type of collaboration, and inefficient/outdated/sometimes dangerous practices. 

The new office is spacious with a relaxed and welcoming vibe. For the most part, people at Turo are excited to be here and genuinely want our company to succeed. It's really inspiring to work with such talented and motivated people. I never feel micromanaged and PTO and WFH requests are pretty much always approved. Obviously any younger company can be a bit chaotic at times, but I plan on staying with Turo for a very long time.

Top Job Titles	Average Salary
Senior software engineer 19 salaries reported	$177,579 per year
Claims associate 4 salaries reported	$46,250 per year
Software engineer 9 salaries reported	$153,667 per year
Staff software engineer 12 salaries reported	$213,923 per year
Host/hostess 2 salaries reported	$190,000 per year

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