Executive Support Associate II

What you will do

• 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.

Your profile

• 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.

Bonus If you have

• 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.

Pay and benefits

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 - 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.

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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 Careers page and via turo.com 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 FTC or other appropriate authorities.

Turo AI Policy

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.

While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question).

Benefits

• 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.