Executive Support Associate II

About the Team

Executive Support team sits at the heart of Turo’s marketplace experience, handling complex, high‑impact situations for Hosts, Guests, and the internal community. Based in Phoenix, the team partners across Operations, Trust & Safety, Claims, and Product to investigate issues, resolve escalations, and maintain marketplace health.

• Deliver exceptional support experiences for Hosts, Guests, and the internal community through clear, thoughtful written and verbal communication.
• Investigate and resolve complex cases related to billing disputes, trip issues, mechanical concerns, damage claims, and reservations.
• Navigate sensitive and high‑pressure situations with empathy while upholding Turo’s values.
• Collaborate with internal partners across Operations, Trust & Safety, Claims, and Product to drive resolution and advocate for customers.
• Ensure issues are resolved quickly, accurately, and fairly while maintaining marketplace health and integrity.
• Identify trends in customer feedback and propose improvements that enhance the Host, Guest, and overall Turo experience.
• Utilize tools such as Kustomer, Gmail, Google Docs, Google Sheets, and Excel to manage cases and document solutions.
• Adapt quickly as policies, tools, and processes evolve in a fast‑growing global marketplace.
• Availability to work weekends with shifts scheduled between 7‚M – 5:30u201PM MST.

• 3+ years of experience in a customer support or customer experience role (call center experience a plus).
• Exceptional written and verbal communication skills with strong attention to detail.
• Ability to navigate complex problems and make thoughtful decisions in a fast‑paced environment.
• Experience using customer support platforms such as Zendesk, Kustomer, or similar systems.
• Comfortable working independently while collaborating with cross‑functional teams.
• Strong analytical thinking, problem solving, and multitasking skills.
• Experience moderating or responding to customer conversations on social media platforms (Facebook, X/Twitter, Instagram, community forums, etc.) – bonus.
• Experience handling escalations or complex case management in a marketplace or technology company – bonus.
• BA / BS or equivalent experience – bonus.

• Competitive hourly pay rate of $22.81 in Phoenix.
• Equity and benefits eligibility.
• Employer‐paid medical, dental, and vision insurance (country specific).
• Retirement plan with employer match.
• Learning & Development stipend.
• Host matching program.
• Travel credit.
• Cell phone and internet stipend.
• Paid time off, paid holidays, volunteer time off, parental leave.
• In‐office lunch, office snacks, fun activities for full‐time or hybrid employees.

We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

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. 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