Senior Support Specialist, Premium

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.