Executive Support Associate II
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
