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Senior Support Specialist, Premium

Airbnb· Customer Support / Premium Support
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GurugramINR 1090k - INR 1340kfull-timePosted 4d ago

About the role

Senior-level role in a multicultural, fast-paced premium support team providing bespoke, high-stakes customer interactions for high-end Airbnb guests and Hosts, with in-office work in Gurugram (Gurugram/Delhi-NCR) and 24x7 rotational shifts.

Responsibilities

  • Providing Personalized and Exceptional Customer Support across live chat, social platforms, messaging, and phone
  • Own end-to-end management of complex, high-stakes cases and escalate when needed
  • Balance high-volume case handling with bespoke, high-quality service
  • Offer proactive solutions to enhance the customer experience and anticipate needs
  • Contribute to team improvement by sharing insights and documenting best practices
  • Provide guidance to less experienced team members and support stakeholder engagement
  • Go above and beyond in responses and issue resolution
  • Engage internal and external stakeholders with openness and effective communication
  • Be on-call for emergency situations during evenings and weekends as required

Qualifications

  • 7+ years of relevant multicultural customer service experience, preferably in hospitality and premium support
  • Experience with high-profile or influential clientele
  • Graduate degree or above
  • Hospitality experience with technology platforms is a plus
  • Experience using phone, messaging, or live chat to interact with users/customers
  • Experience engaging with executive-level stakeholders to resolve conflicts clearly and effectively
  • Willingness to work weekends, public holidays, and evening shifts; 24x7 rotational shifts
  • Location: Gurgaon (Gurugram)
  • Willingness to work in office regularly

Skills

Required:Verbal and written communicationNeeds assessment and personalized serviceProblem solving and emotional intelligenceMultitasking and time managementCustomer service excellenceAmbiguity managementTechnical proficiency (Apple/Mac OS, Google Suite, CRM, Google Sheets/Docs)

Benefits

  • Not specified in the description
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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