# Senior Support Specialist, Premium at Airbnb

> Handle complex, high-stakes customer cases for premium guests and hosts, taking them to final resolution.

- Company: Airbnb (airbnb.com)
- Location: Gurugram, India
- Places: Gurugram, India
- Posted: 2026-10-22
- Level: Senior
- Team: Premium support (elite process team)
- Work mode: On site
- Apply: https://careers.airbnb.com/positions/8225578?gh_jid=8225578
- Page: https://ye.saranatour.dev/jobs/senior-support-specialist-premium-airbnb-kn7bsh83kf7t6sx6gqptk355y58hgbwk

## The posting

Senior Support Specialist, Premium
Airbnb · Gurugram, India

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