# Support Specialist, R1

**Company**: Airbnb
**Location**: Gurugram
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8300382?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_764b813d-bad

## Description

As a Support Specialist, R1, you will play a vital role as a Resolution Specialist within the Airbnb Customer Support team.

You will serve as the initial point of contact, addressing community inquiries and concerns.

The Airbnb community relies on you 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

Your responsibilities will include:

- Providing courteous and efficient service to the worldwide Airbnb community

- Handling and resolving customer complaints as a first point of contact

- Responding professionally to inbound and outbound phone calls, emails, messages, including urgent situations

- Identifying and escalating issues appropriately

- Composing thoughtful and accurate messages or customizing prepared responses to customer emails

- Utilizing available resources to research and troubleshoot problems effectively

- Investigating from existing knowledge resources to provide resolution

- Mediating situations between users with empathy and fairness

- Monitoring and controlling numerous concurrent tasks in tandem

- Being an ambassador embodying knowledge, empathy, and accountability

- Proactively striving to meet targets and goals independently

A typical day will involve:

- Inbound and outbound calling processes, messages, and email support

- Resolving customer queries in a timely manner

- Working 24x7 shifts with rotational week offs, primarily supporting North America time zones

- Navigating competing priorities in all kinds of environments

Requirements:

- Graduate with a minimum of 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

Technical requirements:

- Minimum 10 Mbps high-speed internet on a laptop for seamless work and virtual meetings

- A quiet, private workspace free from interruptions; no shared/public spaces allowed

- 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

## Skills

### Required
- customer service
- communication
- problem-solving
- time management
- empathy

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8300382?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)