Executive Support Associate (Critical Safety Specialist)

Turo

3d•$48,000 - $60,000•Hybrid

About The Position

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.

Requirements

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
Strong team player with a positive attitude, high energy, integrity, strong work ethic, and commitment to the mission

Nice To Haves

Mac proficiency is a plus

Responsibilities

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

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