Customer Support Specialist.

The Community You Will Join:

As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us 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

The Difference You Will Make:

• Provide courteous and efficient service to the worldwide Airbnb community


• Be a first point of contact to handle and resolve customer complaints


• Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations


• Identify and escalate issues appropriately


• Compose thoughtful and accurate messages or customize prepared responses to customer emails


• Utilize available resources to research and troubleshoot problems effectively


• Investigate from the existing knowledge resources to provide resolution


• Mediate situations between users with empathy and fairness


• Monitor and control numerous concurrent tasks in tandem


• Be ambassadors embodying knowledge, empathy, and accountability


• Proactively strive to meet targets and goals independently

A Typical Day:

• Job Family : Operations (Resolutions)


• Inbound and outbound calling process, messages and email support


• Resolving customer queries in a timely manner


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


• Navigate competing priorities in all kinds of environment


• Job location: Gurgaon

Your Expertise:

• Graduate with minimum 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

Other requirements:

• Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings.


• Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed.


• Furniture & equipment:




• 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

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.