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 Airbnb’s 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 team’s 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 Team’s 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:
Background & experience
- 5+ 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: Delhi/NCR.
Skills & expertise
- 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.