Executive Support Associate II

turo; United States; Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Equity

Benefits

Hybrid work

In-office 3 days/week

Job summary

Turo is seeking a detail-oriented Executive Support Associate based in Phoenix to handle high-impact host, guest, and internal inquiries. You will investigate complex cases, protect trust in the marketplace, and collaborate with Operations, Trust & Safety, Claims, and Product to resolve escalations.

You thrive under pressure, communicate clearly, and advocate for customers. This hybrid, in-office role offers equity and benefits and opportunities to influence the health of our global marketplace.

Qualifications

• 3+ years in a customer support or customer experience role.
• 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 or Kustomer.
• Comfortable working independently while collaborating with cross-functional teams.

Responsibilities

• Deliver exceptional support experiences for Hosts, Guests, and Internal Community.
• Investigate and resolve complex cases including billing disputes and trip issues.
• Navigate high-pressure situations with empathy while upholding company values.
• Collaborate with Operations, Trust & Safety, Claims, and Product to drive resolutions.
• Identify trends in customer feedback and propose improvements to enhance the experience.
• Utilize tools like Kustomer, Gmail, Google Docs/Sheets, and Excel to manage cases and document solutions.
• Adapt quickly as policies and tools evolve in a fast-growing marketplace.

Skills

Customer support

Communication

Problem solving

Cross-functional collaboration

Analytical thinking

Education

BA/BS or equivalent

Tools

Zendesk

Kustomer

Gmail

Google Docs

Google Sheets

Excel

Job description

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.

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.