Support Specialist, R1

Airbnb·Gurugram, Indiamid

In short

→Especialista en soporte al cliente global para anfitriones y huéspedes de Airbnb.
→Resuelves llamadas, correos y mensajes urgentes con empatía y eficiencia, 24x7 en turnos rotativos.
→Requiere inglés avanzado y conexión de internet de alta velocidad en un espacio de trabajo privado.

Must be able to pass multiple language assessments in English

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What they ask for

✓Graduado con 2+ años en soporte telefónico internacional en contacto center/BPO
✓Experiencia comprobada en satisfacción y retención del cliente
✓Manejo seguro de información sensible
✓Capacidad para gestionar múltiples tareas concurrentes
✓Inglés excelente en lectura, escritura y comprensión auditiva
✓Capacidad de pasar evaluaciones multilingües en inglés

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

Inbound and outbound callingEmail supportMessaging supportCustomer experience metricsKnowledge resourcesEscalation proceduresVirtual meetingsNoise canceling headsetAirbnb-issued laptopHigh-speed internet (10 Mbps)

Who should you write to at Airbnb?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

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. • 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. Approved locations:&nb

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