Support Specialist, R1

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...

As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for:

A team that’s there for them in times of urgent need

Job Family : Operations (Resolutions)
Inbound and outbound calling process, messages and email support
Resolving customer queries in a timely manner
24x7 shifts with rotational week offs, primarily supporting North America time zones
Navigate competing priorities in all kinds of environment
Job location: Gurgaon

Graduate with minimum 2 years of international voice process experience in a contact center/BPO
Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
Ability to manage sensitive customer information
Knowledge of functional key performance metrics related to customer experience
Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.
Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed.
Furniture & equipment:
Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated.
Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.