Senior Support Specialist, Premium

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

You will join an elite process team focused on premium, high-stakes customer interactions, supporting high-end guests and Hosts within the Airbnb community. The environment is:

• Multicultural and hospitality-oriented, with exposure to high-profile and influential clientele.
• Based in Gurugram / Delhi-NCR, with an expectation of in-office work aligned with business needs.
• Fast-paced, complex, and ambiguous, requiring adaptability, responsiveness, and professionalism.
• Collaborative, involving close interaction with internal stakeholders and cross-functional teams.

The Difference You Will Make:

• Deliver bespoke, high-quality customer support that reflects Airbnb’s commitment to excellence, especially for high-end customers.
• Take complete ownership of complex and high-stakes cases, ensuring final resolution or settlement and building strong relationships with users.
• Combine efficiency with personalized service, handling high case volumes without compromising quality.
• Proactively enhance the customer experience by anticipating needs, offering relevant solutions, and going above and beyond in every interaction.
• Contribute to continuous improvement by sharing insights about the community experience and supporting your team’s operational success.
• Build trust with internal and external stakeholders through effective relationship management and consistent delivery of results.
• Help uphold top hospitality standards in every interaction, influencing user satisfaction and brand perception.

A Typical Day: 

• Providing Personalized and Exceptional Customer Support
• Interacting with guests and Hosts through live chat, social platforms, messaging, and phone.
• Understanding the specific needs of high-end customers and tailoring your communication and solutions.
• Adapting your approach to diverse cultural backgrounds and individual preferences.
• Complex Case Management
• Owning assigned cases end-to-end, following workflows and management guidelines to reach final resolution.
• Exercising sound judgment and an ownership mentality, escalating to other teams when necessary.
• Being receptive to feedback from management and quality teams and quickly applying it to improve your work.
• Combining Efficiency with Bespoke Quality
• Managing a high volume of cases while maintaining personalized, high-quality service.
• Resolving issues quickly and effectively to ensure mutual satisfaction and uphold hospitality standards.
• Participating in Your Team’s Improvement
• Using your operational knowledge to support team success and performance.
• Providing feedback and insights on community experience and improvement opportunities.
• Helping document ways of working, best practices, and norms as requested.
• Offering technical/functional/subject-matter guidance to less experienced team members.
• Going Above and Beyond
• Anticipating customer needs and proactively suggesting solutions or options to smooth their experience.
• Responding promptly and efficiently to inquiries and issues, ensuring timely resolution.
• Stakeholder Engagement
• Building trust with internal and external stakeholders through consistent delivery and open communication.
• Demonstrating openness and approachability when resolving issues.
• Understanding key functional drivers and their business impact.
• Being on-call for emergency situations in evenings and weekends, as required.

Your Expertise:

Background & experience

• 7+ years of relevant experience in multicultural customer service teams, preferably in hospitality and premium support (experience with Apple, Amex (David Jones), Amazon premium support, Ritz Carlton is a plus).
• Experience in roles involving calls and customer/client contacts, ideally with high-profile or influential clientele.
• Graduate degree or above.
• Hospitality experience, particularly with technology platforms, is a plus.
• Prior experience using phone, messaging, or live chat to interact with users/customers.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective, and timely manner, with the ability to explain complex ideas simply.
• Ability and willingness to work weekends, public holidays, and evening shifts; schedule may change based on business needs.
• Location: Gurgaon
• Willing to work in 24*7 rotational shifts, work from office.

Skills & expertise

• Excellent verbal and written communication skills for engaging guests, Hosts, and stakeholders.
• Strong ability to understand guest needs and provide personalized recommendations and assistance.
• Strong problem-solving abilities and emotional intelligence to identify root causes and fully resolve issues.
• Ability to manage high volumes of work, multitask, prioritize, and adhere to schedules (breaks, lunches, training).
• A strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively and decisively.
• Proficiency with Apple/Mac OS, Google Suite, CRM systems, and the ability to quickly learn new tools (including Google Sheets, Google Docs, etc.).
• Proficiency in English required; additional languages are a plus.
• High level of professionalism, confidentiality, adaptability, responsiveness, proactiveness, resourcefulness, and efficiency.

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 and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.  

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.  We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.