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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:
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
The Difference You Will Make:
- 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
A Typical Day:
- 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
Your Expertise:
- 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
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.
- 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
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.
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.
Skills Required
- Graduate degree
- Minimum 2 years of international voice process experience in a contact center or BPO
- Experience measuring and improving customer satisfaction and loyalty
- Ability to manage sensitive customer information
- Knowledge of customer experience key performance metrics
- Minimum 10 Mbps high-speed internet
- Quiet, private home workspace free from interruptions
- Ergonomic chair, desk, and proper lighting for home working
- Use of Airbnb-issued hardware and software
- Availability for 24x7 rotational shifts
- Work eligibility in Delhi or Gurgaon designated locations
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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