1090K–1340K INR / year
Senior Support Specialist, Premium
Customer successOn-site — Gurugram, India
Published on 2026-10-22
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About this role
Provide personalized, high-quality support to Airbnb’s premium guests and Hosts across phone, chat, messaging, and social channels. Own complex cases through resolution while balancing high case volumes with hospitality standards. The role includes rotational 24/7 shifts and on-call coverage for emergencies as needed.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
What you'll do
- Manage complex, high-stakes cases end-to-end and escalate when appropriate
- Deliver tailored customer support across phone, live chat, messaging, and social platforms
- Resolve issues efficiently while maintaining personalized service
- Anticipate customer needs and proactively recommend solutions
- Share operational feedback and document best practices
- Provide functional guidance to less experienced team members
- Build trust with internal and external stakeholders
What we're looking for
- 7+ years of relevant experience in multicultural customer service teams
- Graduate degree or above
- Excellent verbal and written English communication skills
- Experience handling customer contacts by phone, messaging, or live chat
- Strong problem-solving, emotional intelligence, and case ownership
- Ability to manage high workloads, multitask, and prioritize
- Proficiency with Apple/Mac OS, Google Suite, and CRM systems
- Willingness to work in-office in Gurugram, 24/7 rotational shifts, weekends, public holidays, and evenings
Nice to have
- Premium support or hospitality experience, especially with technology platforms
- Experience serving high-profile or influential clientele
- Experience engaging executive-level stakeholders
- Additional language proficiency
- Experience with Apple, Amex (David Jones), Amazon premium support, or Ritz-Carlton
Benefits
- Bonus or incentives may be available
- Equity programs may be available
- Employee Travel Credits