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.
The Community You Will Join:
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.
You will be a part of Airbnb’s Escalations team, based in Gurugram.
The Difference You Will Make:
As a member of Airbnb’s Escalations team, you will own the resolution of high-stakes issues raised directly to the CEO and Executive Team, delivering “unreasonable hospitality” by balancing urgency, empathy, and fairness. This high-visibility role demands extreme ownership—you’ll dive deep to uncover root causes, craft solutions that rebuild trust, and proactively mitigate brand risk. Your work will directly shape user perception of Airbnb, turning detractors into promoters while surfacing systemic insights to drive business-wide improvements.
We seek a strategic problem-solver who thrives in ambiguity, operates with a founder’s mindset, and consistently delivers “wow” moments for users even in the most complex scenarios.
A Typical Day:
Master High-Stakes Customer Resolutions:
- Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail.
- Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes) through data-driven problem-solving and cross-functional collaboration.
Redefine Customer Expectations:
- Create transformative customer experiences: Resolve not just immediate concerns but systemic issues, aligning with industries like luxury retail where service exceeds expectations at every touchpoint.
- Go beyond service recovery: Deliver tailored resolutions (e.g., surprise-and-delight gestures, executive-level handling) that build enduring customer loyalty.
Deliver Empathy-Led Advocacy:
- Anticipate unspoken needs: Identify hidden pain points and proactively address them, following the example of empathetic industries like healthcare and high-end concierge services.
- Turn detractors into advocates: Use emotionally intelligent communication to rebuild trust and transform dissatisfied customers into brand champions.
Collaborate and Influence Across Functions:
- Build bridges across teams: Work with wider Community Support, Legal, PR, Trust & Safety, and other stakeholders to align customer outcomes with organizational goals..
- Drive strategic change: Identify trends from customer escalations, translating them into actionable recommendations for leadership to improve policies, processes, and user experience.
Develop Expertise and Mitigate Risks:
- Become a subject-matter expert: Deeply understand brand policies, compliance requirements, and regulatory obligations.
- Manage ambiguity with authority: Use sound judgment to handle complex, high-stakes cases with minimal supervision.
Set the Gold Standard in Operations:
- Mentor and elevate peers: Share expertise to upskill team members, refine playbooks, and scale operational excellence, inspired by continuous improvement practices in elite organizations.
- Innovate processes: Design workflows that embed customer-first principles, reflecting the scalable excellence seen in leading tech and luxury brands.
Qualifications-
- Investigate with precision: You approach problems like an auditor in finance or a specialist in healthcare, uncovering root causes others miss.
- Thrive in high-pressure environments: You remain composed and decisive, even in scenarios requiring rapid escalation and executive-level visibility
- Deliver beyond expectations: You treat every case as an opportunity to innovate and provide high end customer service.
- Communicate with confidence: Your messaging is polished, persuasive, and tailored for stakeholders at all levels—from team members to C-suite executives.
- Think systemically: You anticipate the ripple effects of decisions, leveraging foresight seen in industries like aviation safety or strategic consulting.
Your Expertise:
- Experience: 5+ years in customer success, risk management, or service delivery in high-stakes sectors (e.g., aviation, healthcare, finance, or luxury retail).
- Availability to work 40 hours a week, available to work weekends and/or different shifts/night or graveyard shifts, work from office.
- Track record of excellence: Consistently rated as a top performer in roles requiring quick decision-making and emotional intelligence.
- Availability: Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries.
Key Skills:
- Conflict resolution: Expert at diffusing tense situations with empathy and authority
- Time management: Proven ability to juggle 10+ critical tasks with precision, prioritizing effectively under tight deadlines.
- Strategic decision-making: Comfortable making high-stakes judgment calls (e.g., financial goodwill gestures, policy exceptions) that balance business and customer needs.
- Operational excellence: Experience with customer-centric workflows and governance models from industries like financial services or aviation.
Our Commitment To Inclusion & Belonging:
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
- 5+ years in customer success, risk management, or service delivery in high-stakes sectors
- Availability to work 40 hours a week, including weekends and different shifts
- Consistently rated as a top performer in roles requiring quick decision-making and emotional intelligence
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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