Join Airbnb as a Support Specialist to provide efficient service and resolve customer inquiries in a dynamic environment.
Posted by employer 1 day ago
First seen on Joblaze 3 hours ago
Last verified on the company career page 3 hours ago
What you'll build
- Handle and resolve customer complaints
- Respond to inbound and outbound communications
- Research and troubleshoot problems
- Mediate situations between users
- Monitor and control concurrent tasks
Must have
- Graduate with minimum 2 years of international voice process experience
- Excellent English reading, comprehension, and writing skills
- Ability to manage sensitive customer information
Practical constraints
- 24x7 shifts with rotational week offs
- Work from designated home office setups in Delhi/Gurgaon only
Requirements
- Experience
- 2+ years
- Education
- Bachelor's degree
Not disclosed in this posting: visa sponsorship.
Joblaze summary
In the role of Support Specialist at Airbnb, the individual will engage with customers daily, addressing inquiries and resolving issues through various communication channels. Key skills include experience in international voice processes, strong English proficiency, and the ability to manage sensitive information while maintaining customer satisfaction. This position is suited for candidates with at least two years in a contact center environment, particularly those who can navigate high-pressure situations with empathy and efficiency. The team operates in a fast-paced setting, supporting a global community and emphasizing a commitment to customer care.
Joblaze insights
- Listed today — first seen on Joblaze September 19, 2026. Last confirmed on Airbnb's careers page September 19, 2026.
Quick facts
- Is the Support Specialist, R1 role remote?
- It's hybrid — Airbnb expects some on-site time in Gurugram, India.
- What's the salary range?
- Airbnb lists INR 500,000–INR 590,000 for this role.
- How much experience is required?
- At least 2 years of relevant experience for this Support Specialist, R1 role.
- Where is the role based?
- Airbnb is hiring for this position in Gurugram, India.
- What seniority level is this role?
- Airbnb targets junior candidates for this position.
- Is this full-time or contract?
- Full-time for this Support Specialist, R1 role at Airbnb.
From the original posting
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:
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:
- Accessible support that’s easy to find
- Faster resolution, preferably first time
- A team that’s there for them in times of urgent need
- Support that’s built around them
The Difference You Will Make:
- Provide courteous and efficient service to the worldwide Airbnb community
- Be a first point of contact to handle and resolve customer complaints
- Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations
- Identify and escalate issues appropriately
- Compose thoughtful and accurate messages or customize prepared responses to customer emails
- Utilize available resources to research and troubleshoot problems effectively
- Investigate from the existing knowledge resources to provide resolution
- Mediate situations between users with empathy and fairness
- Monitor and control numerous concurrent tasks in tandem
- Be ambassadors embodying knowledge, empathy, and accountability
- Proactively strive to meet targets and goals independently
A Typical Day:
- 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
Your Expertise:
- 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
Other requirements:
- 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.
- Excellent English reading, comprehension, and writing skills
- Excellent active listening skills with the ability to understand verbal nuances
- Must be able to pass multiple language assessments in English
- 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.
Approved locations:
- Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period.
- Work from designated home office setups in Delhi/Gurgaon only
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Standard company text repeated across Airbnb's postings is omitted here.