Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
About Airbnb
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
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
- 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
- Job Family : Operations (Resolutions)
- 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
- Job location: Gurgaon
- Graduate with minimum 2 years of international voice process experience in a contact center/BPO
- Proven language ability in English with excellent comprehension, grammar, vocabulary and spelling
- 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
Other requirements:
- 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.
- Excellent English reading, comprehension, and writing skills
- Excellent active listening skills with the ability to understand verbal nuances
- Must be able to pass multiple language assessments in English
- 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.
- 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.
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Skills Required
- Graduate degree
- Minimum 2 years of international voice process experience in a contact center/BPO
- Proven English language ability with excellent comprehension, grammar, vocabulary and spelling
- Excellent English reading, comprehension, writing, and active listening skills
- Ability to pass multiple English language assessments
- Knowledge of and experience measuring and improving customer satisfaction and loyalty
- Knowledge of functional customer experience KPIs and metrics
- Ability to manage sensitive customer information
- Experience handling inbound/outbound calls, messages and email support
- Willingness to work 24x7 shifts with rotational week offs (primarily North America time zones)
- Job location: Gurgaon; hiring/training/nesting in Airbnb Office; WFH allowed only for designated Delhi/Gurgaon home setups
- Reliable high-speed internet (minimum 10 Mbps) on laptop
- Quiet, private workspace free from interruptions (no shared/public spaces)
- Use only Airbnb-issued hardware and software (laptop, noise-canceling headset); ergonomic furniture and proper lighting; cameras on during meetings
Airbnb Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Airbnb and has not been reviewed or approved by Airbnb.
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Fair & Transparent Compensation — Pay ranges and total compensation components are increasingly disclosed, and country-level pay practices avoid location-based cuts, which feedback suggests improves consistency and perceived fairness.
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Healthcare Strength — Comprehensive core health coverage for employees, mental health resources, and substantial dependent support are repeatedly highlighted as robust and a standout element of the package.
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Leave & Time Off Breadth — Generous PTO, a winter shutdown, sabbaticals, and paid volunteer time are described as extensive, with parental leave and phased return options reinforcing time-off flexibility.
Airbnb Insights
What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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