About the team

As an Executive Support Supervisor, you will lead a team of highly skilled agents and seniors within Turo’s Executive Support department. This role is responsible for daily workflow management, task assignment, and providing tactical guidance to ensure case quality, timeliness, and adherence to process.

You will handle escalations, monitor team performance, provide coaching and development, and serve as a point of contact for operational updates. While primarily focused on frontline operations, you will also contribute to quality improvements, agent enablement, and cross-functional efficiency.

What you will do

• Quality Assurance & Data Analysis

  • Conduct in-depth reviews of vehicle maintenance records and host performance reports to identify patterns, risks, and areas for improvement.

  • Monitor compliance with platform quality standards to ensure vehicles meet safety and reliability expectations.

  • Develop data-driven insights and actionable recommendations to drive continuous improvement in Host and Guest experiences.

• Cross-Functional Collaboration & Stakeholder Engagement

  • Act as a liaison between Hosts, internal teams, and leadership, advocating for improvements that benefit all stakeholders.

  • Partner with Operations, Customer Support, and Trust & Safety to develop solutions that enhance Host success.

  • Support wider Host Success initiatives, including virtual partner meetings and in-person events.

• Host Performance & Coaching

  • Educate Hosts on platform best practices, policies, and tools to enhance operational efficiency and guest satisfaction.

  • Proactively address quality concerns by analyzing trends in host behavior, feedback, and performance data.

• Strategic Reporting & Process Enhancement

  • Prepare and present detailed reports on quality trends, operational gaps, and potential policy enhancements to senior leadership.

  • Maintain accurate records and documentation of findings, insights, and recommendations.

  • Collaborate with cross-functional teams to implement process improvements that drive efficiency and elevate platform trust.

• Escalation Management

  • Handle high-priority and sensitive cases involving Host and Guest disputes, social media issues, and policy escalations.

  • Act as a point of contact for executive-level escalations, ensuring swift resolution and alignment with company policies.

  • Collaborate with Trust & Safety, Legal, and other internal teams to navigate complex situations and provide clear resolutions.

  • Analyze escalation trends to identify recurring issues and propose strategic solutions.

• Executive Communication & Insight Sharing

  • Deliver monthly briefings summarizing host and vehicle quality trends, key challenges, and proposed strategic solutions.

  • Identify and escalate critical pain points, providing data-backed recommendations for policy and process enhancements.

Your profile

• Demonstrates Turo’s values through work product and day-to-day interactions.

• Strong analytical skills with the ability to interpret complex data and derive actionable insights.

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills with strong de-escalation ability.

• Strong organizational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines.

• Ability to work independently and as part of a team.

• Ability to function well in a high-paced and at times stressful environment.

• Ability to prioritize tasks effectively.

• Ability to provide full-scope synopsis of items reviewed.

• Customer-focused mindset with a commitment to quality and excellence.

• Strong analytical and problem-solving skills.

• Proficient with Microsoft Office Suite or related software.

• Experience with Kustomer, Zendesk, or similar platforms.

• 1+ years of experience in a team lead or coaching support role.

• 4+ years of experience in high-level customer support or trust and safety.

• Prior experience supervising or mentoring a team.

Bonus if you have

• Bachelor’s degree

• Experience in the automotive or hospitality industry

• Experience supporting senior leadership or executive-level escalations

• Experience contributing to operational playbooks or quality programs

• Prior involvement in developing or improving cross-functional workflows

For this role, the target base salary range in Phoenix is $60,000–$75,000 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.

Benefits

• 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.

About Turo

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.