The opportunity We're currently looking for a Customer Engagement Advisor to join our Customer Experience team. This role will play a key part in putting our customers first and ensuring our Customer Engagement Centre offers the finest levels of customer service.
\nWhat matters most is that people get the time and support to do what needs to be done. And to enjoy doing it, of course.
\nThe responsibilities In this role, you'll be expected to champion all areas of customer engagement, putting the customer first in everything you do. Working as a member of the Customer Engagement department, you'll be instrumental in our ambition to be the best in class for customer service and offer all Polestar customers the finest experience.
\nKey responsibilities include:
\nThe ideal candidate To succeed in this role, you'll need to have integrity, kindness, and commitment. The ability to take the initiative, meet set deadlines and requirements, and always think customer first. As a person, you have great time management, and like to work in a team environment. You are also a digital-minded, flexible, and agile individual who thrives working in fast-paced and dynamic environments and who has a can-do attitude and a self-starter approach.
\nRequirements include:
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\nKey responsibilities include:
\nThe ideal candidate will have excellent communication skills, a positive attitude, and the ability to work in a fast-paced environment. You will also have a strong willingness to learn and adapt to new situations.
\nAs a Customer Engagement Advisor, you will receive thorough training to ensure you have the necessary skills and knowledge to excel in this role.
\nLanguage proficiency in Norwegian (C1 level) and English is required, as well as experience in customer service.
\nPolestar is an international company with a diverse workforce, and we welcome applications from candidates of all backgrounds and ages.
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\nThis is a full-time position based in Japan. The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment.
\nYou will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.
\nAs part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
\nA Typical Day: The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
\nComplex case management: Provide the highest level of service to our community in each and every case - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate - Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval - Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work - Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem - Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management
\nCombining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution - Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb - Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances - Personalize communications to users, demonstrating the highest hospitality standards
\nParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success - Provide insights about community experience and continuous improvement opportunities to your Management - Help document ways of working, best practices, and the norms for your service(s) as requested by management - Provides technical/functional/SME to less experienced members of the team - Shares ideas to improve processes and ways of working - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
\nStakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results - Displays flexibility, openness and approachability when resolving issues - Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics - You are on-call to handle emergency situations in the evenings & weekends
\nYour Expertise:
\nYour background & experience - 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts - Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. - Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. - Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
\nYour skills & expertise - Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders - Active listening skills to understand guest needs and provide personalized recommendations and assistance - Empathy and patience in dealing with customers, especially in high-pressure situations - Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time - Passion for delivering exceptional customer service and setting a high bar - Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively - Ability to adapt to new tasks and responsibilities as needed. - Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. - Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. - Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools - Language proficiency both English and Japanese
\nOur Commitment To Inclusion & Belonging:
\nAirbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
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\nYour primary responsibility will be to ensure that our guests have an excellent experience on our platform, from booking to check-out. You will be the first point of contact for guests who have issues or concerns, and you will work closely with our internal teams to resolve these issues.
\nResponsibilities:
\nRequirements:
\nPreferred Qualifications:
\nWhat We Offer:
\nIf you are a motivated and customer-focused individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.
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\nAt Gusto, we're on a mission to grow the small business economy. We handle the hard stuff , payroll, health insurance, 401(k)s, and HR , so owners can focus on their craft and their customers.
\nWith teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses nationwide and are building a workplace that reflects the people we serve.
\nAll full-time employees receive competitive base pay, benefits, and equity (RSUs) , because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location.
\nAI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.
\nSubmit your interest to join our CX team!
\nAbout the Role:
\nGusto is seeking customer experience professionals who thrive in a fast-paced, consultative environment and are interested in being considered for future start dates in 2026. If you’d like to be considered for future opportunities with our team, please complete the form below and upload your resume.
\nWhile start dates are still being determined for 2026, we’d love to connect! Does this sound like you? Apply below!
\nAs a Payroll Advocate, you will act as the single point of contact for all support inquiries, enhancing user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, move quickly to strategize and creatively solve problems, act as an advocate to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership.
\nHere’s what you’ll do day-to-day:
\nHere’s what we're looking for:
\nThis posting represents a general talent pipeline that spans multiple levels within our CX team. Final compensation will be determined based on the specific role, level, and experience alignment. The estimated compensation range for these roles is $21.00–$35.00 per hour.
\nGusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale. Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
\nWhen approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
\nOur customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
\nGusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
\nGusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
\nWe want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
\nGusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer. Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
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\nAs a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.
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\nCombining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution - Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb - Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances - Personalize communications to users, demonstrating the highest hospitality standards
\nParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success - Provide insights about community experience and continuous improvement opportunities to your Management - Help document ways of working, best practices, and the norms for your service(s) as requested by management - Provides technical/functional/SME to less experienced members of the team. - Shares ideas to improve processes and ways of working - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.
\nStakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results - Displays flexibility, openness and approachability when resolving issues - Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics - You are on-call to handle emergency situations in the evenings & weekends
\nYour Expertise:
\nOur Commitment To Inclusion & Belonging:
\nAirbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
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\nAs a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.
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\nYour expertise will be essential in resolving user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances, and personalizing communications to users, demonstrating the highest hospitality standards.
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\nA Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.
\nAs part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.
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\nComplex Case Management Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases. Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools. Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation. Become a subject matter expert in Airbnb policies and procedures. Explains and simplify complex information, provide appropriate context, and address complex questions with confidence. Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations. Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises. Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
\nCombining Efficiency with Bespoke Quality Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention. Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards. Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations.
\nParticipating in Your Team’s Improvement Leverage your functional operational knowledge to proactively lead the team to succeed. Provide insights about community experience and continuous improvement opportunities to your Management. Supports the simplification of complex processes and ways of working within the team. Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. Supports onboarding of new employees. Be a positive force in the team and help management drive & land changes with the least frictions possible. Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
\nStakeholder Engagement You build and maintain strategic partnerships to achieve team or functional goals. Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt. Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what. Build & nurture relationships outside of your team. You are on-call to handle emergency situations in the evenings & weekends. Inspire a culture where quality is a core principle.
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\nWe believe in rewarding great work and investing in our people. You'll enjoy:
\nWhy Join Us?
\nThis is more than just a job—it's a chance to be part of a new initiative, shape the future of customer experience, and grow alongside a team that values your voice and contributions. If you're ready to make an impact and build something meaningful, we'd love to hear from you.
\nXML job scraping automation by YubHub
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\nMain Duties & Responsibilities:
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\nBenefits
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\nWhat's in it for you
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\nExperience that will put you ahead of the curve
\nWhat's in it for you
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\nInternal job family level P7
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\nWhat you need
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