# Support Specialist, R1 at Airbnb

> Handle and resolve customer complaints and inquiries by phone, email and messages, escalating urgent issues.

- Company: Airbnb (airbnb.com)
- Location: Gurugram, India
- Places: Gurugram, India
- Posted: 2026-10-26
- Team: Airbnb Customer Support (Resolutions)
- Work mode: On site
- Apply: https://careers.airbnb.com/positions/8300382?gh_jid=8300382
- Page: https://ye.saranatour.dev/jobs/support-specialist-r1-airbnb-kn73jd45g7t4710av01dvy7kz98hjae3

## The posting

Support Specialist, R1
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:**

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:

**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.

**Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let