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Senior Support Specialist, Premium

Airbnb · Posted Oct 22

Short-term home rentals, boutique hotel bookings, travel experiences, and hosting services

Gurugram, IndiaFull-timeOnsiteSenior Level7+ years₹10.9L–₹13.4L yearly57 applicants
TravelHospitalityMarketplaceConsumerPlatformPublic Company
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About the role

Airbnb's community support organization serves hosts and guests across more than 5 million hosts and 2 billion guest arrivals worldwide. This role sits within an elite process team focused on premium, high-stakes customer interactions, supporting high-end guests and Hosts in a multicultural, hospitality-oriented environment based in Gurugram/Delhi-NCR. The Senior Support Specialist owns complex cases end-to-end across live chat, messaging, social platforms and phone, working 24x7 rotational in-office shifts.

What you will do

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Anticipating customer needs and proactively suggesting solutions or options to smooth their experience.
  • Responding promptly and efficiently to inquiries and issues, ensuring timely resolution.
  • 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.

Skills used in this role

macOSGoogle WorkspaceGoogle SheetsGoogle DocsCRMEnglishCommunicationProblem SolvingEmotional IntelligenceMultitaskingPrioritizationRelationship ManagementCustomer Service

What the employer is looking for

  • 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.

Benefits and support

  • Bonus or incentives
  • One or more equity programs
  • Employee Travel Credits

About Airbnb

Airbnb logo

Airbnb

Company website
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Airbnb operates a premier global online marketplace that connects travelers with hosts offering unique lodging accommodations, boutique hotels, and curated experiences worldwide. The platform enables millions of people to monetize their spaces and discover authentic local travel experiences across more than 220 countries and regions. By blending community-driven hospitality with innovative AI-powered tools, Airbnb has redefined the modern travel and sharing economy.

Industry
Travel
Company size
8000+ employees
Founded
2008
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $3.07B raised

Y CombinatorSequoia CapitalAndreessen HorowitzGeneral AtlanticSilver Lake
  • 2020-04-06Series E$1B
  • 2020-04-01Private Equity$1B
  • 2015-06-29Series D$1.5B
  • 2014-04-16Series C$475M
  • 2011-07-24Series B$112M
  • 2010-11-01Series A$7.2M
  • 2009-01-01Seed$600K

Leadership

BC
Brian Chesky

Co-Founder and Chief Executive Officer

JG
Joe Gebbia

Co-Founder

NB
Nathan Blecharczyk

Co-Founder and Chief Strategy Officer

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