Senior Support Specialist, Premium

About this role

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…