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
• Complex Case Management
• Combining Efficiency with Bespoke Quality
• Participating in Your Team’s Improvement
• Going Above and Beyond
• Stakeholder Engagement

Your Expertise:

Background & experience

• 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.

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 c