Description

About Airbnb

Airbnb was founded in 2007 when two hosts welcomed three guests into their San Francisco home. Since then, the platform has expanded to over 5 million hosts, accommodating more than 2 billion guest arrivals globally. Airbnb offers unique stays and experiences that enable authentic connections between travelers and communities.

The Community You Will Join

As part of the Airbnb Customer Support team, you will work as a Resolution Specialist. You will be the first point of contact for community members and play a critical role in delivering prompt, empathetic, and effective solutions. The goal is to provide:

• Easy-to-access support
• Fast and preferably first-time resolution
• Immediate assistance in urgent situations
• Personalized and empathetic customer service

The Difference You Will Make

You will:

• Provide courteous and efficient service to Airbnb’s global user base
• Serve as the first point of contact to resolve customer concerns
• Respond professionally through inbound/outbound calls, emails, and messages, including urgent matters
• Appropriately escalate issues where necessary
• Draft accurate and thoughtful responses or tailor templates as needed
• Utilize available tools to investigate and troubleshoot
• Resolve user disputes with empathy and fairness
• Handle multiple tasks simultaneously
• Represent Airbnb’s values of empathy, trust, and excellence
• Work independently to achieve service targets and goals

A Typical Day

• Operate under the Operations (Resolutions) job family
• Handle calls, messages, and email-based support
• Resolve customer queries promptly
• Work in 24x7 shifts (mainly supporting North America time zones) with rotational week-offs
• Navigate multiple priorities in dynamic environments
• Be based out of Gurgaon office

Your Expertise

• Graduate with a minimum of 2 years’ experience in international voice processes (contact center/BPO)
• Understanding of how to measure and improve customer satisfaction across various functions and regions
• Ability to handle sensitive customer data with confidentiality
• Familiarity with key customer service performance metrics

Key Skills:

Customer service, conflict resolution, communication skills, problem solving, empathy, call handling, email support, customer satisfaction, multitasking, attention to detail, sensitivity to user data, adaptability

Requirements:

• Graduate with at least 2 years of experience in international voice processes
• Strong communication and interpersonal skills
• Proficiency in handling confidential information
• Proven track record in customer satisfaction metrics
• Ability to multitask in a fast-paced, high-pressure environment
• Availability for 24x7 rotational shifts
• Compliance with workspace, internet, and equipment standards
• Residing in or willing to work from Delhi/Gurgaon

Other Requirements

• Internet: Minimum 10 Mbps reliable internet connection on the official laptop
• Workspace: A quiet, private area free from interruptions; shared or public spaces are not permitted
• Equipment & Setup: Must use Airbnb-issued hardware and noise-canceling headsets. A proper ergonomic setup including desk, chair, and lighting is mandatory. Cameras must be on during meetings unless approved otherwise
• Location Requirement:
• Initial training and nesting will take place in the Airbnb office (Gurgaon)
• Post-training, work-from-home is permitted for employees with satisfactory performance
• Home office must be based in Delhi or Gurgaon

Our Commitment To Inclusion & Belonging

Airbnb values diversity, creativity, and inclusion. The company actively encourages people from diverse backgrounds and experiences to apply. They believe that innovation thrives in inclusive environments and that diverse perspectives lead to better products and services.