Executive Support Associate II ( Bilingual English/French)

Turo•Toronto, ON

1d•CA$50,000 - CA$60,000•Hybrid

About The Position

At Turo, Executive Support is where some of our toughest and most nuanced challenges are solved. We are looking for a bilingual (English/French) Executive Support Associate II who thrives in complexity, brings calm to high-stakes situations, and wants to make a meaningful impact across North America. The Executive Support team sits at the intersection of customer experience, operations, and trust. We handle the most complex, sensitive, and high-impact issues across the Turo marketplace and partner closely with Trust & Safety, Claims, Legal, Product, and Leadership. You will join a high-performing, close-knit team that values sound judgment, empathy, and clear decision-making. The work is fast-paced, challenging, and rewarding, and extends beyond individual case resolution. Team members surface patterns, participate in cross-functional reviews, and help drive initiatives that improve policies, processes, and customer experience at scale. Your voice will matter.

Requirements

3+ years of experience in a high-level customer support, escalation, or service environment (call center experience a plus)
Fluency in both French and English with exceptional written and verbal communication skills
Strong emotional intelligence with the ability to remain calm under pressure and de-escalate effectively
Natural problem-solver who enjoys working in grey areas and thinking critically
Comfortable working independently while also being a collaborative team player
Experience using tools such as Zendesk, Kustomer, or similar customer support platforms
Highly organized, detail-oriented, and able to manage multiple priorities

Nice To Haves

University undergraduate degree in any field

Responsibilities

Serve as the primary point of contact for high-impact host and guest escalations across North America, supporting both Canadian and U.S. cases
Act as Quebec’s advocate by aligning policies with regional language and cultural expectations
Deliver exceptional, thoughtful support in both English and French, including in emotionally charged or time-sensitive situations
Navigate complex issues such as billing disputes, fees and fines, vehicle damage, mechanical concerns, reservations, and policy interpretation
Partner closely with internal stakeholders at all levels to drive timely and well-reasoned resolutions
Balance empathy with policy, using strong judgment to make fair and consistent decisions
Identify trends and contribute ideas to improve processes, tools, and the overall host and guest experience
Adapt quickly as policies, tools, and programs evolve in a growing marketplace
Use tools such as Kustomer, Gmail, Slack, Google Docs, Google Sheets, and Excel to manage work efficiently

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
In-office lunch, office snacks, and fun activities (for in-office or hybrid employees)