Senior Support Specialist, Premium

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.