Take Ownership

As a Support Team Lead, you will:

Own AI Support escalations end-to-end and ensure timely, high-quality resolutions

Act as the clear owner for complex issues, bringing clarity and direction when things go wrong

Lead, coach, and support a team of ~10 Support Experience Guides

Help your team improve decision-making, ownership, and service quality

Identify recurring issues and turn them into concrete process improvements

Improve and optimize Support processes, tooling, and ways of working

Work closely with stakeholders to implement solutions, not just document problems

Use AI and automation to improve efficiency and consistency in daily operations

Track success through outcomes such as KPIs, backlog health, and user impact

Requirements

You naturally take ownership and don't wait for problems to be assigned to you

You enjoy fixing things that don't work, and making sure they stay fixed

You believe great customer support is about trust, clarity, and accountability

You like coaching others and helping them grow, even in tricky situations

You're comfortable in a fast-paced environment where priorities might evolve

You focus on outcomes over output and like seeing real impact from your work

You're curious about using AI to improve how support teams operate

Your space to perform

We give you the space and the tools you need to succeed

Great, international colleagues who share your mindset

Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.

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Key responsibilities include:

• Delivering best-in-class support by maintaining exceptional response and resolution times
• Going beyond surface-level fixes by identifying root causes and implementing structural solutions
• Continuously improving support operations by optimizing workflows, refining escalation paths, and introducing smart automation
• Leveraging AI tools and data insights to enhance efficiency and proactively improve the user experience
• Acting as a mentor for junior guides by coaching, sharing knowledge, and elevating team performance
• Communicating complex topics in a simple, clear, and reassuring way, always aligned with bunq's tone of voice

Requirements include:

• Thriving in fast-paced environments and delivering both speed and quality
• Naturally empathizing with users and turning frustration into trust
• Having a strong 'fix it for good' mindset and digging into root causes
• Being an excellent written communicator who keeps things clear and human
• Enjoying mentoring others and raising the bar for your team
• Loving using AI, data, and automation to work smarter
• Taking full ownership and constantly looking for ways to improve

If you're curious to see how we make life easy, try the bunq app – it only takes 5 minutes to sign up.

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The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.

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.

You 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 in English and French, 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.

A Typical Day:

• Complex 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

Combining 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

Participating 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

Stakeholder 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

Your Expertise:

• 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.

• 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 in English, written and spoken, other languages are a plus.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work.

Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

This list is continuously being updated, please check back with us if the provinces you live in is on the list.

If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb 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

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You will join Carta's Customer Support team as a General Interest - PcD. Our Customer Support team is responsible for providing exceptional support to our customers, ensuring they have a positive experience with our products and services.

About Carta

Carta is a leading provider of software for the private markets industry. Our platform helps founders, investors, and limited partners manage their equity, investments, and relationships. With over 65,000+ companies in 160+ countries using our platform, we are shaping the future of private market infrastructure.

Responsibilities

• Provide exceptional support to customers through various channels, including phone, email, and chat.
• Respond to customer inquiries in a timely and professional manner.
• Troubleshoot issues and resolve problems in a efficient and effective way.
• Collaborate with internal teams to resolve complex customer issues.
• Develop and maintain knowledge of our products and services to provide accurate and helpful information to customers.
• Meet or exceed customer satisfaction targets.
• Participate in ongoing training and development to improve knowledge and skills.
• Work collaboratively with the team to achieve common goals and objectives.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a leading provider of software for the private markets industry.
• Collaborative and dynamic work environment.
• Ongoing training and development opportunities.
• Recognition and rewards for outstanding performance.

What We're Looking For

We are looking for a highly motivated and customer-focused individual to join our Customer Support team. The ideal candidate will have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Experience in a customer-facing role is essential, and knowledge of the private markets industry is a plus.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, please submit your application. We look forward to hearing from you!

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Location

US Remote

Employment Type

Full time

Location Type

Remote

Department

CommercialCustomer Support

Deadline to Apply

March 31, 2026 at 12:00 AM EDT

Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the centre of successful organisations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

As a Customer Support Representative (CSR) you will act as the frontline key person, responsible for providing support and assistance to customers who have inquiries or issues with our product or services.

The role:

• Respond to customer inquiries via email, chat, or social media in a timely and professional manner

• Provide accurate information and support to customers to resolve their issues

• Identify and escalate complex issues to Tier 2 support when necessary

• Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues

• Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)

• Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction

• Continuously improve your own product knowledge and remain up to date with our product, services and processes

• Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

About you:

• High school diploma or equivalent; college or a degree in a related field is desirable but not essential

• At least 1 year experience within a technical support environment

• Excellent verbal and written communication skills

• Customer-oriented mindset with a strong desire to exceed customer expectations

• Ability to multitask and manage time effectively

• Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)

• Ability to work in a fast-paced and dynamic environment

• Ability to work independently and as part of a team

• Flexibility to work different shifts, bank holidays and weekends as and when required

Success will be measured on:

• Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• A competitive salary + stock options in our fast-growing Series D startup

• Hybrid working environment for NY based employees

• 100% Medical, Dental & Vision

• 401k Plan

• Paid parental leave

• Fun culture with regular socials

• A generous referral scheme

• A brand new computer + monitor

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What you'll do

• Monitor and manage real-time queues, ensuring staff availability aligns with service level targets.
• Support team members with advanced calls, client issues, and technology problems.

What you need

• High School Diploma or equivalent experience required, with some college preferred.

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