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Salary: INR 1,090,000 - 1,340,000 / annual
Airbnb is seeking a Senior Support Specialist for Premium to join an elite customer support team focused on high-stakes interactions with premium guests and hosts. You will deliver bespoke, high-quality customer support reflecting Airbnb's commitment to excellence, particularly for high-end clientele.
In this role, you will take complete ownership of complex and high-stakes cases, ensuring final resolution while building strong relationships with users. You'll combine efficiency with personalized service, handling high case volumes without compromising quality. Your responsibilities include:
• Providing personalized and exceptional customer support through live chat, social platforms, messaging, and phone, tailoring communication to high-end customers' specific needs and cultural backgrounds.
• Managing complex cases end-to-end, following workflows and management guidelines to reach final resolution, exercising sound judgment and escalating to other teams when necessary.
• Balancing high case volumes with personalized, high-quality service while resolving issues quickly and effectively.
• Participating in team improvement by sharing operational insights, providing feedback on community experience, documenting best practices, and offering technical/functional guidance to less experienced team members.
• Anticipating customer needs and proactively suggesting solutions to smooth their experience.
• Building trust with internal and external stakeholders through consistent delivery and open communication, including engagement with executive-level stakeholders to resolve conflicts.
• Being on-call for emergency situations in evenings and weekends as required, with willingness to work 24/7 rotational shifts from the office.
You will work in a multicultural, hospitality-oriented environment with exposure to high-profile and influential clientele. The environment is fast-paced, complex, and ambiguous, requiring adaptability, responsiveness, and professionalism. Close collaboration with internal stakeholders and cross-functional teams is essential.
REQUIREMENTS:
• 7+ years of relevant experience in multicultural customer service teams, preferably in hospitality and premium support (experience with Apple, Amex, Amazon premium support, or 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 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-office).
• 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.
• Strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in ambiguous, fast-paced, and complex environments, acting proactively and decisively.
• Proficiency with Apple/Mac OS, Google Suite, CRM systems, and ability to quickly learn new tools.
• Proficiency in English required; additional languages are a plus.
• High level of professionalism, confidentiality, adaptability, responsiveness, proactiveness, resourcefulness, and efficiency.
