Customer Support Specialist Job at Airbnb (Gurugram)

Customer Support Specialist

Airbnb

Location:
India , Gurugram

Category:
Customer Service

Contract Type:
Not provided

Salary:

460000.00 - 557000.00 INR / Year

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Job offer has expired

Job Description:

As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for: Accessible support that’s easy to find; Faster resolution, preferably first time; A team that’s there for them in times of urgent need; Support that’s built around them.

Job Responsibility:

Provide courteous and efficient service to the worldwide Airbnb community
Be a first point of contact to handle and resolve customer complaints
Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations
Identify and escalate issues appropriately
Compose thoughtful and accurate messages or customize prepared responses to customer emails
Utilize available resources to research and troubleshoot problems effectively
Investigate from the existing knowledge resources to provide resolution
Mediate situations between users with empathy and fairness
Monitor and control numerous concurrent tasks in tandem
Be ambassadors embodying knowledge, empathy, and accountability
Proactively strive to meet targets and goals independently
Inbound and outbound calling process, messages and email support
Resolving customer queries in a timely manner
24x7 shifts with rotational week offs, primarily supporting North America time zones
Navigate competing priorities in all kinds of environment

Requirements:

Graduate with minimum 2 years of international voice process experience in a contact center/BPO
Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
Ability to manage sensitive customer information
Knowledge of functional key performance metrics related to customer experience
Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings
Workspace: Quiet, private area free from interruptions
no shared/public spaces allowed
Furniture & equipment: Ergonomic chair, desk, and proper lighting for comfortable, focused work
Cameras must be on during meetings unless otherwise stated
Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc
Approved locations: Hiring/Training and Nesting in the Airbnb Office
satisfactory performance is required for work from home post the initial training and nesting period
Work from designated home office setups in Delhi/Gurgaon only

What we offer:

bonus or incentives
one or more equity programs
benefits
Employee Travel Credits

Additional Information:

Job Posted:
December 16, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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