Supervisor, Claims (Total Loss)

The Total Loss Supervisor is a frontline people leader responsible for overseeing the day-to-day execution, quality, and timeliness of total loss claims. This role owns claim outcomes, associate performance, cost control, and customer experience within a fast-moving, high-exposure claims environment.

• Operational Oversight of Total Loss Claims

  • Own the end-to-end execution of total loss claims within assigned queues, including total loss determinations, ACV evaluations, settlement negotiations, salvage coordination, and timely resolution in accordance with internal policies and protection plan terms.

• People Leadership & Performance Management

  • Directly manage and coach Total Loss Specialists and/or Team Leads by setting clear expectations, conducting regular 1:1s and side-by-sides, reviewing work product, and addressing performance gaps through coaching and documentation as needed.

• Quality Control, Judgment, and Escalation Management

  • Serve as the first line of escalation for complex, sensitive, or high-dollar total loss claims.

  • Review claims for accuracy, consistency, defensibility, and appropriate documentation, and escalate issues with context and recommended solutions.

• Cost Management & Vendor Coordination

  • Actively manage storage exposure, salvage returns, towing, and vendor-related timelines.

  • Partner with salvage vendors, inspection partners, and internal stakeholders to resolve bottlenecks and minimize unnecessary cost or delay.

• Metrics, Risk Identification & Continuous Improvement

  • Monitor team performance against key metrics such as cycle time, storage cost, quality outcomes, customer experience, and compliance.

  • Identify trends, operational risks, and opportunities for process improvement.

  • Support pilot initiatives and training enhancements.

• Strong supervisory and people leadership skills

• Strong analytical and problem-solving skills with the ability to make sound judgment calls

• Excellent organizational skills and attention to detail

• Ability to manage competing priorities in a high-paced, high-volume environment

• Strong verbal and written communication skills

• Ability to interpret policies, procedures, and protection plan terms

• Ability to identify operational risk and escalate appropriately

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

• 3+ years of auto claims experience, with total loss handling experience strongly preferred

• Prior people leadership, senior, or lead role experience

• Bachelors degree

For this role, the target base salary range in Phoenix is $70,000–$87,000 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.

• 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.

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 [email protected].