Executive Support Associate II Bilingual (English/French)

About the role

At Turo, Executive Support is where some of our toughest and most nuanced challenges are solved. We are looking for a bilingual (English/French) Executive Support Associate II who thrives in complexity, brings calm to high-stakes situations, and wants to make a meaningful impact across North America. The Executive Support team sits at the intersection of customer experience, operations, and trust. We handle the most complex, sensitive, and high-impact issues across the Turo marketplace and partner closely with Trust & Safety, Claims, Legal, Product, and Leadership. You will join a high-performing, close-knit team that values sound judgment, empathy, and clear decision-making. The work is fast-paced, challenging, and rewarding, and extends beyond individual case resolution. Team members surface patterns, participate in cross-functional reviews, and help drive initiatives that improve policies, processes, and customer experience at scale. Your voice will matter.

Responsibilities

• Serve as the primary point of contact for high-impact host and guest escalations across North America, supporting both Canadian and U.S. cases
• Act as Quebec's advocate by aligning policies with regional language and cultural expectations
• Deliver exceptional, thoughtful support in both English and French, including in emotionally charged or time-sensitive situations
• Navigate complex issues such as billing disputes, fees and fines, vehicle damage, mechanical concerns, reservations, and policy interpretation
• Partner closely with internal stakeholders at all levels to drive timely and well-reasoned resolutions
• Balance empathy with policy, using strong judgment to make fair and consistent decisions
• Identify trends and contribute ideas to improve processes, tools, and the overall host and guest experience
• Adapt quickly as policies, tools, and programs evolve in a growing marketplace
• Use tools such as Kustomer, Gmail, Slack, Google Docs, Google Sheets, and Excel to manage work efficiently
• Your profile
• 3+ years of experience in a high-level customer support, escalation, or service environment (call center experience a plus)
• Fluency in both French and English with exceptional written and verbal communication skills
• Strong emotional intelligence with the ability to remain calm under pressure and de-escalate effectively
• Natural problem-solver who enjoys working in grey areas and thinking critically
• Comfortable working independently while also being a collaborative team player
• Experience using tools such as Zendesk, Kustomer, or similar customer support platforms
• Highly organized, detail-oriented, and able to manage multiple priorities
• Bonus if you have
• University undergraduate degree in any field
• This is a Monday - Friday role designed for someone who values consistency, collaboration, and the opportunity to work on impactful escalations that influence how Turo supports hosts and guests every day.
• Turo AI Policy:

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at turo? Share your experience