Taking applicationsVoice Support·Posted 14h ago
Senior Support Specialist, Premium
AirbnbVerified company
Gurugram, India
Pay
$5.5–$7/hr
Job type
Full-time · On-site
Hours
Flexible
Location
Gurugram, India
EnglishSenior level
About the role
Senior Support Specialist, Premium at Airbnb handling complex, high-stakes customer support for high-end guests and Hosts through chat, messaging, social platforms, and phone. The role is based in Gurugram/Delhi-NCR and requires 7+ years of multicultural customer service experience, English, and 24/7 rotational in-office shifts.
What you'll do
- Deliver high-quality support for high-end guests and Hosts
- Own complex cases end-to-end through resolution
- Handle high case volumes while maintaining personalized service
- Interact via live chat, social platforms, messaging, and phone
- Anticipate customer needs and suggest solutions
- Escalate cases when necessary
- Support team improvement and mentor less experienced members
- Be on-call for evenings and weekends as required
What you'll need
- 7+ years in multicultural customer service
- Graduate degree or above
- Hospitality or premium support experience preferred
- Phone, messaging, or live chat customer experience
- Executive-level stakeholder conflict resolution
- Availability for weekends, public holidays, and evening shifts
- Willingness to work 24/7 rotational shifts in office in Gurgaon
- English proficiency required
Skills
Customer supportComplex case managementLive chat, messaging, and phone supportProblem-solvingEmotional intelligenceStakeholder communicationCRM and Google SuiteEnglish communication
Benefits
Performance bonusEquity programsBenefits packageEmployee Travel Credits
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