Executive Support Associate II

About The Team

Turo’s Executive Support team sits at the heart of the marketplace experience. This team handles some of the most complex, high-impact situations affecting our Hosts, Guests and internal Turo community, working quickly to solve problems, protect trust in the marketplace, and deliver exceptional experiences.

Based in Phoenix, Executive Support partners closely with teams across Operations, Trust & Safety, Claims, and Product to investigate issues, resolve escalations, and ensure the health of the marketplace. This role is perfect for someone who thrives in fast-paced environments, enjoys solving challenging problems, and takes pride in advocating for customers.

We’re looking for someone who is curious, resourceful, and energized by helping people. If you’re someone who can stay calm under pressure, think critically, and deliver thoughtful solutions, this role offers an exciting opportunity to make a real impact at a rapidly growing global company.

• Deliver exceptional support experiences for Turo Hosts, Guests and 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 the health and integrity of the marketplace.
• 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.

• 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 also collaborating with cross-functional teams.
• Strong analytical thinking, problem solving, and multitasking skills.
• Availability to work 1 weekend shift every 5 weeks, with shifts scheduled between 7:00 AM and 5:30 PM MST.

• Experience moderating or responding to customer conversations on social media platforms (Facebook, X/Twitter, Instagram, community forums, etc.).
• Experience handling escalations or complex case management in a marketplace or technology company.
• BA / BS or equivalent experience.

For this role, the hourly pay range in Phoenix is $22.00 -$25.00 an hour. 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 - Turo staff 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.

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees.…