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 conne...

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.

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.

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.
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.