Executive Support Associate; Critical Safety Specialist

Position: Executive Support Associate (Critical Safety Specialist)
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** About the team
** The Executive Support, Critical Safety Specialist plays a vital role within the Executive Support organization, managing safety incidents from escalation through resolution. This role ensures timely and effective responses to critical safety issues by coordinating with internal teams, supporting customers, and maintaining detailed documentation. You will be at the forefront of protecting the Turo community while delivering a high level of care and attention during sensitive and high-impact situations.#

** What you will do
*** Respond to inbound and outbound customer escalations via phone, email, and Slack to de-escalate and manage complex critical safety incidents
* Serve as the primary point of contact, ensuring consistent follow-up to drive timely resolution and rebuild customer trust
* Act as a liaison between customers, Operations, Claims, and other Turo teams to resolve issues through customer-focused solutions and clear communication
* Research and document customer issues, desired outcomes, and key details with accuracy and thoroughness
* Maintain up-to-date and detailed internal case documentation
* Collaborate with the team to build processes, reduce escalations, and suggest policy or workflow improvements
* Manage multiple cases simultaneously in an investigative capacity to support resolution and protect the Turo brand#
** Your profile
*** Demonstrates Turo’s values through work product and day-to-day team interactions
* Ability to function in a fast-paced environment and adapt quickly to change
* Strong commitment to responsiveness and delivering an exceptional customer experience
* Excellent verbal and written communication skills
* Naturally curious with a passion for learning and continuous improvement
* Strong analytical and problem-solving skills with the ability to make decisions with limited information
* Ability to work holidays, weekends, and occasionally outside normal business hours when required
* Ability to quickly learn new tools and systems, including Kustomer, Sift, CRM platforms, Google Docs, and Microsoft Office
* Mac proficiency is a plus
* Strong team player with a positive attitude, high energy, integrity, strong work ethic, and commitment to the mission

For this role, the target base salary range in Phoenix is $48,000–$60,000 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#
** Turo Recruiting Scam Alert:
*** We’ve learned that there are scammers targeting job candidates by impersonating Turo and its employees. We ask candidates to be careful of fraudulent job postings or suspicious recruiting activity during their job search, especially if they’re contacted through unofficial channels (such as Instagram, Telegram, MS Teams, etc.). In general, Turo interacts with candidates through our
* * and via  email addresses, and we don’t ask candidates for sensitive financial or personal info or request money as part of the hiring process (so an application fee or equipment costs).
* * If candidates are not sure whether they’re dealing with an impersonator, they can contact Turo’s Recruiting Team at* **.
* Candidates can also report suspicious activity to the
* * or other appropriate authorities*#
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** Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting…