Executive Support Specialist — Complex Issues & Marketplace Impact

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

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).