Executive Support Associate (Critical Safety Specialist)

Summary: Turo is the world’s largest car sharing marketplace, and they are seeking an Executive Support Associate to manage safety incidents from escalation through resolution. This role involves responding to customer escalations, collaborating with internal teams, and ensuring timely resolutions to critical safety issues. Responsibilities: - Respond to inbound and outbound customer escalations via phone, email, and Slack to de-escalate and manage complex critical safety incidents - Serve as the primary point of contact, ensuring consistent follow-up to drive timely resolution and rebuild customer trust - Act as a liaison between customers, Operations, Claims, and other Turo teams to resolve issues through customer-focused solutions and clear communication - Research and document customer issues, desired outcomes, and key details with accuracy and thoroughness - Maintain up-to-date and detailed internal case documentation - Collaborate with the team to build processes, reduce escalations, and suggest policy or workflow improvements - Manage multiple cases simultaneously in an investigative capacity to support resolution and protect the Turo brand Required Qualifications: - Demonstrates Turo's values through work product and day-to-day team interactions - Ability to function in a fast-paced environment and adapt quickly to change - Strong commitment to responsiveness and delivering an exceptional customer experience - Excellent verbal and written communication skills - Naturally curious with a passion for learning and continuous improvement - Strong analytical and problem-solving skills with the ability to make decisions with limited information - Ability to work holidays, weekends, and occasionally outside normal business hours when required - Ability to quickly learn new tools and systems, including Kustomer, Sift, CRM platforms, Google Docs, and Microsoft Office - Strong team player with a positive attitude, high energy, integrity, strong work ethic, and commitment to the mission Preferred Qualifications: - Mac proficiency is a plus Required Skills: Customer escalation management, Critical safety incident management, Case documentation, Kustomer, Sift, CRM platforms, Google Docs, Microsoft Office, Mac proficiency, Analytical skills, Curiosity 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