Supervisor Community Support jobs at Airbnb in India, Gurugram

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
• Proven language ability in English with excellent comprehension, grammar, vocabulary and spelling

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:

• 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

Offices: Gurugram, India

The Difference You Will Make:

• Strengthen and maintain site’s position in the network as #1 Site on a consistent basis
• Ensure team’s success on key metrics such as NPS and Ownership among others
• Ensure timely and quality support to the Airbnb Community

A Typical Day:

• Drive the team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals through regular check-ins.
  ● Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
  ● Be a confident problem solver, come up with data driven insights and create a solutions orientated environment.
• Identify and implement improvement opportunities
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
  ● Understand the top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company.
  ● Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
  ● Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
  ● Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Your Expertise:

• Fluency in English, both verbal and written.
• Passionate about customer experience, understands the importance to Airbnb.
• The candidate must be leading a customer facing team in their current role, where user feedback is a key success metric.
  ● Experience leading, inspiring, coaching and motivating others to meet goals and metrics.
  ● Strong analytical skills; able to tell a story with data and metrics.
• Prior track record of Innovation and focus on execution
  ● Clear, concise communicator who can build collaborative and positive relationships.
  ● Flexibility and adaptability, able to work well in an ambiguous environment.
  ● Works well in ambiguity and embraces the adventure
  ● Should be comfortable with flexible shift timings (24*7 shifts).

Offices: Gurugram, India

Provide Personalised and Exceptional Customer Support:

• Deliver bespoke and high-quality customer service to guests and Hosts, ensuring their unique needs and preferences are met with the utmost care and attention.
• This involves understanding the specific requirements of high-end customers and tailoring interactions to provide a personalised experience that reflects Airbnb’s commitment to excellence.
• Given the diverse cultural backgrounds and preferences of the users, the representative should be adept at customising their approach to suit individual customer needs.

Complex Case Management:

• Provide the highest level of service to the Airbnb community in every case.
• Interact with Airbnb customers and community members through various channels, including live chat, social platforms, messaging, and phone.
• Take complete ownership of all assigned cases, ensuring a final resolution or settlement is reached based on workflows and management guidelines. Foster relationships with users and escalate to other teams when necessary.
• Demonstrate an ownership mentality and good judgment, with the ability to question and deviate from workflows when needed, but only with management approval.
• Be highly receptive to feedback from management and quality teams, and quickly adopt behaviours to improve work quality.

Combining Efficiency with Bespoke Quality:

• Deliver tailored, high-quality service to guests and Hosts, meeting their unique needs with care.
• Handle high case volumes without compromising quality, and proactively enhance user experiences.
• Resolve issues quickly, ensuring mutual satisfaction, while upholding top hospitality standards in every interaction.

Participating in Your Team’s Improvement:

• Leverage your functional operational knowledge to proactively support team success.
• Provide insights about community experience and continuous improvement opportunities to your management.
• Help document ways of working, best practices, and norms for your service(s) as requested by management.
• Provide technical/functional/subject matter expertise to less experienced team members.

Going Above and Beyond:

• Anticipate the customer's needs and proactively offer solutions or suggestions. By understanding their situation, you can provide relevant information or options to make their experience smoother.
• Strive to provide prompt and efficient service. Respond to customer inquiries or issues in a timely manner, ensuring that their concerns are addressed quickly and effectively.

Stakeholder Engagement:

• Gain the trust of internal and external stakeholders through effective relationship management and delivering results.
• Display openness and approachability when resolving issues.
• Understand the key drivers of your function and how they relate to one another, as well as the business impact of those metrics.
• Be on-call to handle emergency situations in the evenings and weekends.

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Graduate or above.
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Excellent verbal and written communication skills are essential for providing exceptional customer service to guests and hosts and engaging with stakeholders.
• Ability to understand guest needs and provide personalised recommendations and assistance.
• Important for dealing with customers, especially in high-pressure situations.
• Ability to manage a high volume of work, multitask, prioritise, and adhere to prescribed schedules, including breaks, lunches, and training time.
• A strong passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Proficiency in computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems, with the ability to quickly learn new tools.Also basic understanding around handling tools such as Google sheet,Google Doc etc.
• Proficiency in English is required, and knowledge of other languages is a plus.
• Along with the primary intelligence to understand the query, the Ambassador must possess emotional intelligence to dig down the root cause of the query to resolve the issue completely to meet customer needs from the grassroot level.

Offices: Gurugram, India

The difference you will make:

You will work closely with the local leadership team to look at potential growth opportunities, while supporting leaders in providing fundamental data insights for decision making. This pivotal role will enable you to participate in designing the strategy for Airbnb in France, and in implementing it successfully, while helping you to gain a comprehensive understanding of how the different functions interact with each other.

More specifically, you will partner very closely with our country leaders to monitor business performance and take an active part in strategic projects. This is a very varied position in which you will analyse data, interact with many stakeholders (to follow up on projects’ advancement), but also have the opportunity to have a more hands-on approach in the day-to-day business life

You can expect to:

• Drive strategic initiatives by supporting business monitoring, generating actionable insights, and contributing to decision-making through analysis. This includes computing campaign results and helping shape new revenue-generating ideas.
• Lead and support operational execution of key projects, from hands-on involvement in key country initiatives to proactively launching currently unstaffed projects.
• Collaborate with different stakeholders from all levels in various projects you will be taking an active part in.

Your expertise:

We welcome any candidate who is passionate about data and hungry to learn how to flex their muscle in providing fact-based recommendations to support business critical decisions. You are probably the right person for this role if you tick the following boxes:

• You are in your final year of a Masters degree in Business Administration or a related field.
• Based in Paris (this position requires in-person office presence, but our Paris office is absolutely gorgeous)
• Ideally, you have prior work experience in a consulting capacity (previous internship or university side project)
• You speak (& write) both French and English very fluently (you don’t have to be a native speaker, but you need to be comfortable with both languages)

Desired Skills

• Experience with SQL, large databases and raw data, including the ability to write queries against large warehouses
• Skilled user of Excel/Google Sheets
• Tableau and/or Superset skills are a plus
• Strong analytical skills and ability to derive high-quality analysis from data.
• Experience making data-driven recommendations and decisions
• Ability to work proactively and results-driven: always trying to learn that extra detail that can help make the most accurate decisions
• Experience in project delivery and in program management
• Good knowledge of French & Benelux markets preferred
• Experience with an internet marketplace business or within the travel industry is a plus

Offices: Paris, France

As a

• Unreasonable Hospitality and Learning with Agility: You go above and beyond in every customer interaction, delivering exceptional support even in high-stakes payment-related situations. Your ability to learn quickly and apply new skills enables you to adapt to evolving payment flows and tools.
• Managing Time Efficiently: You know how to prioritize time-sensitive and high-impact issues like delayed payouts or refund failures. Your time management ensures team productivity and minimal customer disruption.
• Welcoming Ambiguity: Payments can be complex. You lead your team through uncertain situations with confidence, asking the right questions, and making thoughtful decisions even without full information.
• Taking Initiative to Solve Problems: Whether identifying trends in transaction failures or proactively resolving partner payout delays, your solutions are rooted in analytical thinking, ownership, and a deep understanding of the end-to-end payments process.
• Building & Nurturing Engaged Teams: You foster a culture of care, support, and accountability. By keeping the team informed, empowered, and motivated, you help create a high-performing, deeply engaged support function.
• Managing Vision & Purpose: You connect the dots between daily casework and Airbnb’s larger goals around trust and reliability in financial transactions. You rally the team around our mission to make every payment seamless and trustworthy.

• Performance Management: Own team operations, onboarding, engagement, and ongoing development. Lead your team in meeting or exceeding targets around accuracy, SLA, customer satisfaction, and strategic initiatives.
• Partner Collaboration: Act as a liaison between CSP and payment processors, banks, and cross-functional teams. Develop a communication plan to keep partners aligned and escalate systemic issues effectively.
• Complex Case Ownership: Lead your team through high-risk or sensitive issues like payout fraud, currency mismatches, and delayed large-amount transactions.
• Strategic Projects: Drive initiatives that improve payment flows, reporting accuracy, and customer satisfaction. Use data to recommend and pilot scalable improvements.
• Documentation & Reporting: Maintain robust documentation of payment flows, resolution playbooks, performance dashboards, and feedback/coaching records.
• Cross-functional Support: Participate in stakeholder calls, ops reviews, and cross-functional working groups, providing SME-level insight into payments support.
• Coaching & Growth: Enable professional and personal growth through tailored coaching, regular one-on-ones, and feedback.
• Operational Excellence: Handle scheduling, shift planning, HR escalations, and ensure compliance with policy and audit readiness.

• Bachelor’s degree or equivalent
• Availability to work 40 hours a week including weekends or shifts
• 5 years of leadership experience in a fast-paced support environment
• Strong background in payment operations, financial systems, or payment-related customer support
• Deep understanding of dispute resolution and managing high-risk financial transactions
• Metrics-driven mindset with a proven track record in leading teams to exceed targets
• Project management skills with an ability to drive cross-functional initiatives
• Strong verbal/written communication, stakeholder management, and conflict resolution skills
• Comfortable working with third-party vendors, processors, and internal teams to resolve escalations
• High level of discretion and integrity when handling sensitive financial data

Offices: Gurugram, India

A Typical Day:

As an Operations Manager in the service sector, the role involves hands-on management of leads within a specific service tier. The focus is on delivering effective outcomes in the designated region. This responsibility may extend to overseeing team leads in satellite offices.

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training(s).
• For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
• Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work

• Drive performance at the ambassador, team, and service level
• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
• Share input and recommendations about service target setting.
• Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director

• Build and nurture an engaged and diverse team
• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within a team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

• Support strategic initiatives within Delivery and your service as needed
• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your Expertise:

• 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
• At least 3 years in a people management role, overseeing team leads and front-line staff
• Bachelor’s degree or equivalent; Master’s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management.
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Customer Obsessed - Strong understanding of all metrics and how they impact user experience
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
• Ability to work weekend days, holidays, and on-call required
• Bachelor’s degree or equivalent; Master’s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management
• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: Gurugram, India