Customer Support Specialist

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 JoinAs 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 findFaster resolution, preferably first time A team that’s there for them in times of urgent need Support that’s built around themThe Difference You Will MakeProvide courteous and efficient service to the worldwide Airbnb communityBe a first point of contact to handle and resolve customer complaintsRespond professionally to inbound and outbound phone calls, emails, messages, including any urgent situationsIdentify and escalate issues appropriatelyCompose thoughtful and accurate messages or customize prepared responses to customer emailsUtilize available resources to research and troubleshoot problems effectivelyInvestigate from the existing knowledge resources to provide resolutionMediate situations between users with empathy and fairnessMonitor and control numerous concurrent tasks in tandemBe ambassadors embodying knowledge, empathy, and accountabilityProactively strive to meet targets and goals independentlyA Typical DayJob Family : Operations (Resolutions)Inbound and outbound calling process, messages and email supportResolving customer queries in a timely manner24x7 shifts with rotational week offs, primarily supporting North America time zonesNavigate competing priorities in all kinds of environmentJob location: GurgaonYour ExpertiseGraduate with minimum 2 years of international voice process experience in a contact center/BPOKnowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographiesAbility to manage sensitive customer informationKnowledge of functional key performance metrics related to customer experienceOther RequirementsInternet: 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 onlyOur Commitment To Inclusion & BelongingAirbnb 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 YouOur 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.India Pay Range₹460,000—₹557,000 INR