Executive Support Associate II

Location: Phoenix, Arizona, United States; hybrid schedule with in-office work three days per week on Mondays, Wednesdays, and Thursdays. One weekend shift is required every five weeks, scheduled between 7:00 AM and 5:30 PM MST.

Salary: $22.00–$25.00 per hour in Phoenix, plus equity and benefits.

Company

hirify.global operates a car-sharing marketplace connecting Hosts and Guests across the US, UK, Canada, Australia, and France.

What you will do

• Provide thoughtful written and verbal support to hirify.global Hosts, Guests, and the internal community.
• Investigate and resolve complex cases involving billing disputes, trip issues, mechanical concerns, damage claims, and reservations.
• Handle sensitive, high-pressure situations with empathy while protecting marketplace trust and integrity.
• Collaborate with Operations, Trust & Safety, Claims, and Product to drive resolutions and advocate for customers.
• Identify customer feedback trends and propose improvements to the Host and Guest experience.
• Manage cases and document solutions using Kustomer, Gmail, Google Docs, Google Sheets, and Excel.

Requirements

• 3+ years of experience in customer support or customer experience; call center experience is a plus.
• Exceptional written and verbal communication skills with strong attention to detail.
• Strong analytical thinking, problem-solving, multitasking, and decision-making skills.
• Experience with customer support platforms such as Zendesk, Kustomer, or similar systems.
• Ability to work independently and collaborate with cross-functional teams in a fast-paced environment.
• Availability for one weekend shift every five weeks and hybrid work from the Phoenix office three days per week.

Nice to have

• Experience moderating or responding to customer conversations on social media or community forums.
• Experience handling escalations or complex case management in a marketplace or technology company.
• BA, BS, or equivalent experience.

Culture & Benefits

• Equity and benefits for full-time employees.
• Employer-paid medical, dental, and vision insurance, with country-specific coverage.
• Retirement employer match and a learning and development stipend.
• Paid time off, holidays, volunteer time off, and parental leave.
• Host matching program, travel credit, and cell phone and internet stipend.
• In-office lunch, snacks, and activities for office-based and hybrid employees.