Senior Support Specialist, Premium

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:

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.
• Fast-paced complex and ambiguous requiring adaptability responsiveness and professionalism.
• Collaborative involving close interaction with internal stakeholders and cross-functional teams.

The Difference You Will Make:

• Deliver bespoke high-quality customer support that reflects Airbnbs commitment to excellence especially for high-end customers.
• Take complete ownership of complex and high-stakes cases ensuring final resolution or settlement and building strong relationships with users.
• Combine efficiency with personalized service handling high case volumes without compromising quality.
• Proactively enhance the customer experience by anticipating needs offering relevant solutions and going above and beyond in every interaction.
• Contribute to continuous improvement by sharing insights about the community experience and supporting your teams operational success.
• Build trust with internal and external stakeholders through effective relationship management and consistent delivery of results.
• Help uphold top hospitality standards in every interaction influencing user satisfaction and brand perception.

A Typical Day:

• 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.
• Complex Case Management
• Owning assigned cases end-to-end following workflows and management guidelines to reach final resolution.
• Exercising sound judgment and an ownership mentality escalating to other teams when necessary.
• Being receptive to feedback from management and quality teams and quickly applying it to improve your work.
• Combining Efficiency with Bespoke Quality
• Managing a high volume of cases while maintaining personalized high-quality service.
• Resolving issues quickly and effectively to ensure mutual satisfaction and uphold hospitality standards.
• Participating in Your Teams Improvement
• Using your operational knowledge to support team success and performance.
• Providing feedback and insights on community experience and improvement opportunities.
• Helping document ways of working best practices and norms as requested.
• Offering technical/functional/subject-matter guidance to less experienced team members.
• Going Above and Beyond
• Anticipating customer needs and proactively suggesting solutions or options to smooth their experience.
• Responding promptly and efficiently to inquiries and issues ensuring timely resolution.
• Stakeholder Engagement
• Building trust with internal and external stakeholders through consistent delivery and open communication.
• Demonstrating openness and approachability when resolving issues.
• Understanding key functional drivers and their business impact.
• Being on-call for emergency situations in evenings and weekends as required.

Your Expertise:

• 7 years of relevant experience in multicultural customer service teams preferably in hospitality and premium support (experience with Apple Amex (David Jones) Amazon premium support 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 the 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 24*7 rotational shifts work from 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 (breaks lunches training).
• A strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous fast-paced and complex environment acting proactively and decisively.
• Proficiency with Apple/Mac OS Google Suite CRM systems and the ability to quickly learn new tools (including Google Sheets Google Docs etc.).
• Proficiency in English required; additional languages are a plus.
• High level of professionalism confidentiality adaptability responsiveness proactiveness resourcefulness and efficiency.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement and allow us to attract creatively-led people and to develop the best products services and solutions. All qualified individuals are encouraged to apply.