# Senior Support Specialist, Premium

**Company**: Airbnb
**Location**: Gurugram
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: ₹1,090,000-₹1,340,000 INR
**Category**: Operations
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8225578?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_86c36c3b-4a6

## Description

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.

Your responsibilities will include:

- Delivering bespoke, high-quality customer support that reflects Airbnb's commitment to excellence, especially for high-end customers.

- Taking complete ownership of complex and high-stakes cases, ensuring final resolution or settlement and building strong relationships with users.

- Combining efficiency with personalized service, handling high case volumes without compromising quality.

- Proactively enhancing the customer experience by anticipating needs, offering relevant solutions, and going above and beyond in every interaction.

- Contributing to continuous improvement by sharing insights about the community experience and supporting your team's operational success.

- Building trust with internal and external stakeholders through effective relationship management and consistent delivery of results.

- Helping uphold top hospitality standards in every interaction, influencing user satisfaction and brand perception.

A typical day will involve:

- 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.

- Managing complex cases end-to-end, exercising sound judgment and an ownership mentality, escalating to other teams when necessary.

- Combining efficiency with bespoke quality, managing high volumes of work while maintaining personalized, high-quality service.

- 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.

- Going above and beyond, anticipating customer needs and proactively suggesting solutions or options to smooth their experience.

Requirements include:

- 7+ years of relevant experience in multicultural customer service teams, preferably in hospitality and premium support.

- 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.

- 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 and expertise required:

- Excellent verbal and written communication skills.

- Strong ability to understand guest needs and provide personalized recommendations and assistance.

- Strong problem-solving abilities and emotional intelligence.

- Ability to manage high volumes of work, multitask, prioritize, and adhere to schedules.

- Passion for delivering exceptional customer service.

- Ability to thrive in an ambiguous, fast-paced, and complex environment.

- Proficiency with Apple/Mac OS, Google Suite, CRM systems, and the ability to quickly learn new tools.

- Proficiency in English required; additional languages are a plus.

We offer a salary range of ₹1,090,000-₹1,340,000 INR, along with benefits and employee travel credits.

## Skills

### Required
- Excellent verbal and written communication skills
- Strong problem-solving abilities
- Emotional intelligence
- Time management
- Customer service

### Nice to have
- Hospitality experience
- Experience with Apple/Mac OS
- Google Suite
- CRM systems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8225578?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)