The Executive Support, Critical Safety Specialist plays a vital role within the Executive Support organization, managing safety incidents from escalation through resolution. This role ensures timely and effective responses to critical safety issues by coordinating with internal teams, supporting customers, and maintaining detailed documentation. You will be at the forefront of protecting the Turo community while delivering a high level of care and attention during sensitive and high-impact situations.
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
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
Mac proficiency is a plus
Strong team player with a positive attitude, high energy, integrity, strong work ethic, and commitment to the mission
For this role, the target base salary range in Phoenix is $48,000–$60,000 annually. 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.
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We’ve learned that there are scammers targeting job candidates by impersonating Turo and its employees. We ask candidates to be careful of fraudulent job postings or suspicious recruiting activity during their job search, especially if they’re contacted through unofficial channels (such as Instagram, Telegram, MS Teams, etc.). In general, Turo interacts with candidates through ourCareers page and via turo.com email addresses, and we don’t ask candidates for sensitive financial or personal info or request money as part of the hiring process (so an application fee or equipment costs). If candidates are not sure whether they’re dealing with an impersonator, they can contact Turo’s Recruiting Team at recruit@turo.com. Candidates can also report suspicious activity to the FTCor other appropriate authorities
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 PeopleOps@turo.com.
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.
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 PeopleOps@turo.com.