Executive Support Associate (Critical Safety Specialist)

About the role

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.

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
• Your profile
• 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
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