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Support Specialist, R1
Customer successHybrid — Gurugram, India
Published on 2026-10-26
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About this role
Provide customer support to Airbnb’s global community, handling inquiries and complaints across phone, email, and messaging channels. The role requires rotating 24/7 shifts, primarily supporting North American time zones, with office-based training followed by potential work from an approved home office.
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.
The team
Customer Support, Operations (Resolutions)
What you'll do
- Handle inbound and outbound calls, emails, and messages
- Resolve customer queries and complaints efficiently, ideally on first contact
- Research issues using available knowledge resources and troubleshoot solutions
- Escalate issues appropriately, including urgent situations
- Mediate between users with empathy and fairness
- Manage multiple concurrent tasks and work toward individual targets
What we're looking for
- Graduate degree
- At least 2 years of international voice-process experience in a contact center or BPO
- Experience measuring and improving customer satisfaction and loyalty
- Ability to handle sensitive customer information
- Knowledge of customer-experience performance metrics
- Reliable internet of at least 10 Mbps and a quiet, private workspace in Delhi or Gurgaon
- Use Airbnb-issued hardware and software