Greenhouse ·
full-timeSenior Support Specialist, Premium
Airbnb · Gurugram
Airbnb is a global platform connecting hosts with travelers to provide unique stays and experiences. As a Senior Support Specialist for the premium segment, you will be responsible for managing high-stakes interactions with high-profile guests and hosts. This role involves end-to-end ownership of complex cases, requiring you to balance high-volume efficiency with a personalized, hospitality-focused approach. You will communicate across various channels, including phone, chat, and social platforms, while adapting to diverse cultural backgrounds and individual user needs. Beyond direct support, you will act as a subject matter expert, providing guidance to team members, contributing to operational improvements, and engaging with cross-functional stakeholders to uphold brand standards. The position requires a high degree of adaptability and professionalism, as you will be expected to handle ambiguous situations and remain available for emergency support during evenings and weekends. This role is well-suited for a seasoned customer service professional with extensive experience in premium support or the luxury hospitality sector who thrives in a fast-paced, collaborative, and multicultural environment.
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 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 causes and fully resolve issues. Ability to manage hi
| Role | Senior Support Specialist, Premium |
|---|---|
| Company | Airbnb |
| Location | Gurugram |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-21 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
More at Airbnb
Other jobs at Airbnb
- Support Specialist, R1 · Gurugram
- Staff Software Engineer, UI Tooling · United States
- Senior Software Engineer, Experimentation Interfaces · Brazil
- Senior Compliance Lead, EMEA · London
- Connectivity Partner Manager · United States
Explore Related Placements
// similar opportunities
You might also like
Senior Payroll Specialist -11944
Coupa
Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is...
Specialist, Senior Resident, Super Specialist – 45 Posts
ESIC Baddi
ESIC Baddi · 45 vacancies
Qualification: DM, M.Ch, MS/MD, PG Diploma | Category: Himachal Pradesh...
45 Posts available.
Support Specialist, R1
Airbnb
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 b...
Senior Resident, Specialist And More – 40 Posts
ESIC Delhi
ESIC Delhi · 40 vacancies
Qualification: DM, DNB, M.Ch, MS/MD, PG Diploma | Category: Delhi...
Senior Employer Brand Specialist
Klaviyo
At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. ...
Full Time Specialist & Senior Resident – 18 Posts
ESIC Hospital, Tiruppur
ESIC Hospital, Tiruppur · 18 vacancies
Qualification: MS/MD, PG Diploma | Category: Tamil Nadu...