Executive Support Associate II

Turo; Arizona; Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Equity

Benefits

Medical, dental, vision insurance

Retirement match

L&D stipend

Travel credit

Cell phone stipend

Paid time off

Holidays & parental leave

Job summary

Turo in Phoenix is seeking a Customer Support Specialist to deliver exceptional experiences to Hosts, Guests, and internal teams. You will investigate billing disputes, trip issues, damage claims, and reservations, solving complex problems with empathy and clear communication.

You will collaborate with Operations, Trust & Safety, Claims, and Product, using Zendesk or Kustomer, and adapt as policies evolve. Requires 3+ years in support and hybrid in-office work (3 days/wk).

Qualifications

• 3+ years of experience in a customer support or customer experience role.
• Exceptional written and verbal communication 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 or Kustomer.
• Comfortable working independently while 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.

Responsibilities

• Deliver exceptional support experiences for 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.

Skills

Customer support

Written communication

Problem solving

Independent work

Cross-functional collaboration

Analytical thinking

Education

BA/BS or equivalent experience

Tools

Zendesk

Kustomer

Job description

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.

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.

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.

Working Location

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 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). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at [e-mail].

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.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.

Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives.

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing [e-mail].