Executive Support Associate II ( Bilingual English/French)

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.

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 For this role, the target base salary range in Toronto is $50,000-$60,000 CAD 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. Turo Recruiting Scam Alert: 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