Executive Support Associate II Bilingual (English/French) at Turo

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, TransportationIndustries

Requirements

3+ years of experience in a high-level customer support environment; call center experience a plus
Top-notch oral and written communication skills in both French and English with outstanding attention to detail
Personable, outgoing individual with a talent for empathy and de-escalation, who enjoys working with people, embraces the Turo Values and is able to handle stressful situations with grace
Strategic thinker: loves thinking of ways to improve processes
Experience using Zendesk, Kustomer or other customer service applications
Ability to work independently with little or no supervision/direction and in a team environment
Great problem-solving skills, analytical abilities and ability to multitask
Motivated, personable, and outgoing with excellent customer support and leadership experience
Master problem solver with an entrepreneurial spirit, innovative mindset, and a positive, can-do attitude
Bonus: University undergraduate degree in any field
Ability to work Saturday–Wednesday schedule, with in-office collaboration on Monday, Wednesday, and Thursday (hybrid, 3 days/week in office)

Responsibilities

Provide exceptional experiences to Turo's hosts and guests, in both English and French
Field a wide variety of cases/tickets related to billing, fees and fines, mechanical issues, damage, and reservation scheduling and more
Handle sensitive and stressful situations with grace while exemplifying Turo's values
Communicate with internal Turo stakeholders of all levels on a regular basis
Ensure that Turo Hosts and Guests receive the highest quality of service and that all issues are resolved in the shortest possible time
Consistently contribute ideas to further improve the Hosts and Guests experience as well as continuously improve team processes
Utilize systems and tools such as Kustomer, Gmail, Google Docs, Google Sheets, and Excel
Quickly adjust to new processes and policies as the company continues to grow

Skills

Key technologies and capabilities for this role

KustomerZendeskExcelGoogle SheetsGoogle DocsGmailCustomer SupportDe-escalationBilingual English French

Questions & Answers

Common questions about this position

What is the salary range for the Executive Support Associate II Bilingual role in Toronto?

The target base salary range is $54,000-$67,000 CAD annually, with eligibility for equity and benefits. Individual pay within the range is determined by factors like job-related skills, experience, and education.

Is this role remote or does it require office work?

This is a hybrid role based in Toronto, with team collaboration in the office on Monday and Wednesday, following a Saturday–Wednesday schedule. Turo values in-office work to foster collaboration.

What skills and experience are required for this position?

Candidates need 3+ years in high-level customer support, top-notch oral and written communication in English and French, empathy and de-escalation skills, strategic thinking for process improvement, and experience with tools like Kustomer or Zendesk. Great problem-solving, analytical abilities, and multitasking are also essential.

What is the work environment and culture like at Turo for this team?

The team offers a high-energy and fun work environment in a rapidly growing company with global ambitions. It emphasizes collaboration, exemplifying Turo's values, and handling situations with grace in a hybrid office setting.

What makes a strong candidate for this Executive Support Associate role?

A strong candidate is a motivated, personable, outgoing master problem solver with an entrepreneurial spirit, innovative mindset, positive attitude, and 3+ years of high-level customer support experience, bilingual in English and French.

Turo

Peer-to-peer car sharing platform for rentals

About Turo

Turo operates in the peer-to-peer car sharing market, allowing private car owners to rent out their vehicles to others. Car owners can list their vehicles on Turo’s platform, where they set their own rental prices and availability. Renters can browse these listings, select a vehicle that meets their needs, and book it for a specific time. Turo facilitates the transaction by providing insurance coverage and customer support, ensuring a smooth experience for both car owners and renters. The company earns revenue by taking a percentage of the rental fee, which aligns its interests with those of its users. Turo stands out from competitors by offering a diverse range of vehicles, including everyday cars, luxury, and specialty options. The goal of Turo is to provide a flexible and cost-effective alternative to traditional car rental services, leveraging the sharing economy to connect car owners with renters.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$451.3MTotal Funding

POST_IPO_EQUITYCompany Stage

Automotive & Transportation, Consumer GoodsIndustries

1,001-5,000Employees

Risks

Negative incidents involving rented vehicles could damage Turo's reputation.

New competitors like ZEV co-op could capture market share with eco-friendly models.

Market volatility could impact Turo's IPO plans and investor confidence.

Differentiation

Turo offers a wide variety of vehicles, from everyday to luxury models.

The platform provides a cost-effective alternative to traditional car rental services.

Turo's commission-based model aligns its interests with users' successful transactions.

Upsides

Turo's partnership with United Airlines enhances customer acquisition and retention.

Expansion in Australia indicates potential for further international market penetration.

Winning the unitQ Quality Excellence Award highlights Turo's commitment to customer experience.

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