Support Specialist, R1

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. The community relies on accessible support, faster resolution, and a team that's there for them in times of urgent need.

• 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 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 existing knowledge resources to provide resolution
• Mediate situations between users with empathy and fairness
• Monitor and control numerous concurrent tasks in tandem
• Proactively strive to meet targets and goals independently

• 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
• 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

24x7 shifts with rotational week offs, primarily supporting North America time zones. 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. Internet: Minimum 10 Mbps high-speed internet on the laptop. Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed. Furniture & equipment: Ergonomic chair, desk, and proper lighting. Cameras must be on during meetings unless otherwise stated. Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc.

India Annual Pay Range: ₹500,000—₹590,000 INR. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.