Premium Support Senior Associate

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><strong>The Community You Will Join:</strong></p> <p>You will join an elite process team focused on premium, high-stakes customer interactions, supporting high-end guests and Hosts within the Airbnb community. The environment is:</p> <ul> <li>Multicultural and hospitality-oriented, with exposure to high-profile and influential clientele.</li> <li>Based in Gurugram / Delhi-NCR, with an expectation of in-office work aligned with business needs.</li> <li>Fast-paced, complex, and ambiguous, requiring adaptability, responsiveness, and professionalism.</li> <li>Collaborative, involving close interaction with internal stakeholders and cross-functional teams.</li> </ul> <p><strong>The Difference You Will Make:</strong></p> <ul> <li>Deliver bespoke, high-quality customer support that reflects Airbnb’s commitment to excellence, especially for high-end customers.</li> <li>Take complete ownership of complex and high-stakes cases, ensuring final resolution or settlement and building strong relationships with users.</li> <li>Combine efficiency with personalized service, handling high case volumes without compromising quality.</li> <li>Proactively enhance the customer experience by anticipating needs, offering relevant solutions, and going above and beyond in every interaction.</li> <li>Contribute to continuous improvement by sharing insights about the community experience and supporting your team’s operational success.</li> <li>Build trust with internal and external stakeholders through effective relationship management and consistent delivery of results.</li> <li>Help uphold top hospitality standards in every interaction, influencing user satisfaction and brand perception.</li> </ul> <p><strong>A Typical Day:&nbsp;</strong></p> <ul> <li>Providing Personalized and Exceptional Customer Support</li> <ul> <li>Interacting with guests and Hosts through live chat, social platforms, messaging, and phone.</li> <li>Understanding the specific needs of high-end customers and tailoring your communication and solutions.</li> <li>Adapting your approach to diverse cultural backgrounds and individual preferences.</li> </ul> <li>Complex Case Management</li> <ul> <li>Owning assigned cases end-to-end, following workflows and management guidelines to reach final resolution.</li> <li>Exercising sound judgment and an ownership mentality, escalating to other teams when necessary.</li> <li>Being receptive to feedback from management and quality teams and quickly applying it to improve your work.</li> </ul> <li>Combining Efficiency with Bespoke Quality</li> <ul> <li>Managing a high volume of cases while maintaining personalized, high-quality service.</li> <li>Resolving issues quickly and effectively to ensure mutual satisfaction and uphold hospitality standards.</li> </ul> <li>Participating in Your Team’s Improvement</li> <ul> <li>Using your operational knowledge to support team success and performance.</li> <li>Providing feedback and insights on community experience and improvement opportunities.</li> <li>Helping document ways of working, best practices, and norms as requested.</li> <li>Offering technical/functional/subject-matter guidance to less experienced team members.</li> </ul> <li>Going Above and Beyond</li> <ul> <li>Anticipating customer needs and proactively suggesting solutions or options to smooth their experience.</li> <li>Responding promptly and efficiently to inquiries and issues, ensuring timely resolution.</li> </ul> <li>Stakeholder Engagement</li> <ul> <li>Building trust with internal and external stakeholders through consistent delivery and open communication.</li> <li>Demonstrating openness and approachability when resolving issues.</li> <li>Understanding key functional drivers and their business impact.</li> <li>Being on-call for emergency situations in evenings and weekends, as required.</li> </ul> </ul> <p><strong>Your Expertise:</strong></p> <h3><strong>Background &amp; experience</strong></h3> <ul> <li>5+ years of relevant experience in multicultural customer service teams, preferably in hospitality and premium support (experience with Apple, Amex (David Jones), Amazon premium support, Ritz Carlton is a plus).</li> <li>Experience in roles involving calls and customer/client contacts, ideally with high-profile or influential clientele.</li> <li>Graduate degree or above.</li> <li>Hospitality experience, particularly with technology platforms, is a plus.</li> <li>Prior experience using phone, messaging, or live chat to interact with users/customers.</li> <li>Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective, and timely manner, with the ability to explain complex ideas simply.</li> <li>Ability and willingness to work weekends, public holidays, and evening shifts; schedule may change based on business needs.</li> <li>Location: Delhi/NCR.</li> </ul> <h3><strong>Skills &amp; expertise</strong></h3> <ul> <li>Excellent verbal and written communication skills for engaging guests, Hosts, and stakeholders.</li> <li>Strong ability to understand guest needs and provide personalized recommendations and assistance.</li> <li>Strong problem-solving abilities and emotional intelligence to identify root causes and fully resolve issues.</li> <li>Ability to manage high volumes of work, multitask, prioritize, and adhere to schedules (breaks, lunches, training).</li> <li>A strong passion for delivering exceptional customer service and setting a high bar.</li> <li>Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively and decisively.</li> <li>Proficiency with Apple/Mac OS, Google Suite, CRM systems, and the ability to quickly learn new tools (including Google Sheets, Google Docs, etc.).</li> <li>Proficiency in English required; additional languages are a plus.</li> <li>High level of professionalism, confidentiality, adaptability, responsiveness, proactiveness, resourcefulness, and efficiency.</li> </ul> <p><strong>Our Commitment To Inclusion &amp; Belonging:</strong></p> <p>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.</p> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="