Customer Support Specialist

About Airbnb

Established in 2007, Airbnb began with two hosts welcoming three guests into their San Francisco residence. Since then, it has expanded to host over 5 million people worldwide who have accommodated more than 2 billion guest arrivals spanning nearly every country globally. The platform allows hosts to offer unique stays and experiences that enable guests to engage with communities authentically.

Role Overview

As a part of Airbnb's Customer Support team, the Resolution Specialist acts as the primary contact addressing inquiries and concerns within high-volume segments. The community depends on accessible, prompt, and empathetic support tailored to their needs, especially during urgent situations.

Key Responsibilities

• Deliver polite and efficient assistance to Airbnb's global user base.
• Serve as the initial point for addressing and resolving customer complaints.
• Handle inbound and outbound communication via calls, emails, and messages, including emergencies.
• Identify situations requiring escalation and manage them accordingly.
• Compose accurate and thoughtful responses to customer emails, including customizing templates as needed.
• Utilize available resources to investigate and resolve issues effectively.
• Act as a mediator with empathy and fairness to resolve conflicts between users.
• Manage multiple concurrent tasks efficiently.
• Exemplify professionalism, empathy, and accountability as an ambassador of Airbnb.
• Proactively aim to achieve goals and targets independently.

Typical Daily Activities

• Work within Operations (Resolutions) involving inbound/outbound calls, email, and messaging support.
• Address and resolve customer queries promptly.
• Work in rotational 24x7 shifts primarily aligned with North American time zones.
• Manage priorities in dynamic, high-pressure environments.
• Work location is Gurgaon, Haryana, India.

Candidate Expertise and Requirements

• A graduate with at least two years' experience in an international voice contact center or BPO environment.
• Fluent English skills demonstrated through excellent comprehension, grammar, vocabulary, and spelling.
• Experience measuring and enhancing customer satisfaction and loyalty across diverse geographies.
• Ability to handle sensitive customer data responsibly.
• Familiarity with key performance metrics relevant to customer experience.

Additional Requirements

• Minimum 10 Mbps high-speed internet access via laptop for smooth operations and virtual meetings.
• A quiet, private workspace without interruptions; shared or public areas are not permitted.
• Superior English reading, comprehension, and writing capabilities.
• Excellent active listening skills, including understanding verbal nuances.
• Must successfully complete multiple English language assessments.
• Ergonomic workstation setup including chair, desk, and lighting for focused work; camera use mandatory during meetings unless otherwise specified.
• Use of Airbnb-provided hardware and software exclusively, such as noise-canceling headsets and laptops.
• Initial hiring, training, and nesting occur at the Airbnb office; post-training, work-from-home is allowed only with satisfactory performance.
• Work from home permitted exclusively within designated setups in Delhi/Gurgaon.

Inclusion Commitment

Airbnb is dedicated to embracing a wide talent pool that fosters innovation and engagement through diverse perspectives and creative leadership. All qualified candidates are encouraged to apply.

Compensation

Compensation varies according to factors including training, skills, experience, and market conditions. The annual pay range for this role in India is ₹500,000 to ₹590,000, inclusive of allowances. There may also be bonuses, equity programs, benefits, and Employee Travel Credits available.