דרושים ב-Airbnb ב-India, Gurugram

The Community You Will Join:

• You’ll collaborate with a diverse group of professionals who are passionate about adult learning, curriculum development, and instructional technology.
• You’ll be part of a supportive environment that values knowledge sharing, creative solutions, and continuous improvement.
• You’ll work alongside colleagues who encourage personal and professional growth, fostering a culture of inclusion and innovation.
• You’ll help create engaging learning experiences that empower individuals and teams to reach their full potential at Airbnb.

The Difference You Will Make:

• The ideal candidate will collaborate with subject matter experts to design, develop, and implement innovative instructional materials for online courses and learning pathways.
• The instructional developer will be responsible for creating engaging content that meets learning objectives using learning management systems (LMS) and authoring tools.
• The role involves evaluating the effectiveness of instructional content and revising materials based on learner feedback.

A Typical Day:

• Collaborate with subject matter experts to develop engaging and effective instructional materials for online courses, training programs, and in-person learning experiences
• Design and develop elearning modules, using authoring tools such as Articulate software, Video Software, and AI Simulation Software
• Manage project timelines and coordinate with the project team to ensure timely delivery of all course materials
• Conduct learning needs assessments and apply appropriate instructional design models, such as ADDIE, to design content
• Create interactive storyboards, simulations, and multimedia elements that enhance the learning experience
• Utilize learning management systems (LMS) to manage course content, track learner progress, and analyze learning outcomes
• Revise and update instructional materials based on learner feedback, performance metrics, and evolving project goals
• Develop and implement training programs for internal teams and professional development initiatives
• Ensure that all instructional content is aligned with learning objectives, design principles, and best practices for online learning
• Collaborate with cross-functional teams, including project managers, developers, and stakeholders, to meet organizational goals
• Understand how Adult Learning and Neuroscience contribute to effective curriculum
• Use multiple media and software tools skillfully (Well Said, Synthesia, AI Simulation Software Design)

Your Expertise:

• Proven experience in instructional design, course development, and course design for online learning environments for the last 5-6 years
• Proficiency in LMS platforms, similar systems
• Expertise in using authoring tools such as Articulate products and Video Products (like Synthesia)
• Strong understanding of learning theories, instructional design models (such as ADDIE), and design principles
• Excellent communication skills and ability to work with subject matter experts, stakeholders, and team members to meet project objectives
• Strong organizational and project management skills, with the ability to manage multiple projects simultaneously
• Experience in creating interactive content, including storyboards, simulations, and multimedia elements
• Ability to analyze learning needs and develop innovative learning solutions
• Experience in developing instructional materials for higher education, corporate training, and government agencies.

Offices: Gurugram, India

Master High-Stakes Customer Resolutions:

• Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail.
• Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes) through data-driven problem-solving and cross-functional collaboration.

Redefine Customer Expectations:

• Create transformative customer experiences: Resolve not just immediate concerns but systemic issues, aligning with industries like luxury retail where service exceeds expectations at every touchpoint.
• Go beyond service recovery: Deliver tailored resolutions (e.g., surprise-and-delight gestures, executive-level handling) that build enduring customer loyalty.

Deliver Empathy-Led Advocacy:

• Anticipate unspoken needs: Identify hidden pain points and proactively address them, following the example of empathetic industries like healthcare and high-end concierge services.
• Turn detractors into advocates: Use emotionally intelligent communication to rebuild trust and transform dissatisfied customers into brand champions.

Collaborate and Influence Across Functions:

• Build bridges across teams: Work with wider Community Support, Legal, PR, Trust & Safety, and other stakeholders to align customer outcomes with organizational goals..
• Drive strategic change: Identify trends from customer escalations, translating them into actionable recommendations for leadership to improve policies, processes, and user experience.

Develop Expertise and Mitigate Risks:

• Become a subject-matter expert : Deeply understand brand policies, compliance requirements, and regulatory obligations.
• Manage ambiguity with authority: Use sound judgment to handle complex, high-stakes cases with minimal supervision.

Set the Gold Standard in Operations:

• Mentor and elevate peers: Share expertise to upskill team members, refine playbooks, and scale operational excellence, inspired by continuous improvement practices in elite organizations.
• Innovate processes: Design workflows that embed customer-first principles, reflecting the scalable excellence seen in leading tech and luxury brands.

Your Expertise:

• Investigate with precision: You approach problems like an auditor in finance or a specialist in healthcare, uncovering root causes others miss .
• Thrive in high-pressure environments: You remain composed and decisive, even in scenarios requiring rapid escalation and executive-level visibility
• Deliver beyond expectations: You treat every case as an opportunity to innovate and provide high end customer service.
• Communicate with confidence: Your messaging is polished, persuasive, and tailored for stakeholders at all levels—from team members to C-suite executives.
• Think systemically: You anticipate the ripple effects of decisions, leveraging foresight seen in industries like aviation safety or strategic consulting.

  Requirements:

  • Experience: 3+ years in customer success, risk management, or service delivery in high-stakes sectors (e.g., aviation, healthcare, finance, or luxury retail).
  • Availability to work 40 hours a week (out of Gurgaon location, 5 days WFO), available to work weekends and/or different shifts
  • Track record of excellence: Consistently rated as a top performer in roles requiring quick decision-making and emotional intelligence.
  • Availability: Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries.

  Key Skills:

  • Conflict resolution: Expert at diffusing tense situations with empathy and authority
  • Time management: Proven ability to juggle 10+ critical tasks with precision, prioritizing effectively under tight deadlines.
  • Strategic decision-making: Comfortable making high-stakes judgment calls (e.g., financial goodwill gestures, policy exceptions) that balance business and customer needs.
  • Operational excellence: Experience with customer-centric workflows and governance models from industries like financial services or aviation.

Offices: Gurugram, India

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:

As a senior manager of advanced analytics , you will lead a high-performing team tasked with delivering actionable insights, developing robust data frameworks, driving advanced analytics solutions and building self-serve dashboards. Your expertise will shape and support Community Support’s strategic goals, including reducing contact volumes, increasing first contact resolution rates, and optimizing cost-effective service delivery.

• Leadership & Strategy :
• Lead and inspire a multidisciplinary analytics team to deliver data-driven insights for Community Support.
• Develop and execute an analytics strategy to align with organizational priorities, such as reducing contact volume, increasing first contact resolution (FCR), and optimizing cost-effective service delivery.
• Translate Community Support priorities into actionable data strategies to enhance customer satisfaction, operational efficiency, and proactive issue resolution.
• Advanced Analytics Solutions :
• Drive analytics frameworks across Community Support AI tools, operational processes, and ambassador interactions.
• Design predictive and causal modeling techniques to identify trends, optimize resourcing, and improve service experiences.
• Enhance anomaly detection capabilities and integrate predictive analytics with operational dashboards to deliver real-time insights.
• Collaboration :
• Partner across functional teams such as Product, Operations, and Data Engineering to ensure alignment of insights with business objectives.
• Work closely with engineering on logging improvements, instrumentation, and scalable tools.
• Metrics Development :
• Build and oversee impactful metrics such as Net Promoter Score (NPS), Time to First Touch (TTFT), First Contact Resolution (FCR), Solves Per Day (SPD), and advanced Service Quality metrics.
• Introduce models for measuring and mitigating silent suffering and other nuanced customer trends.
• Experimentation & Measurement :
• Lead structured experimentation, including developing power analyses, exit criteria, and statistical models for inference in key initiatives.
• Organizational Leadership :
• Foster innovation in CS analytics by organizing workshops and structured training programs tailored to address core priorities like contact volume reduction, resolution speed, and data-augmented service strategies.
• Contribute to executive-level presentations that contextualize CS performance data within broader organizational objectives, ensuring insights are framed to influence senior leaders and drive strategic decision-making.

A Typical Day:

• Owning the analytics road map, prioritization & delivery of solutions in the customer support space space.
• Collaborating with operational teams to visualize case and interaction-level data to unpack contact reason trends and efficiencies.
• Engaging with global & India based stakeholders to refine Community Support reporting frameworks.
• Lead data investigations, uncover root causes and identify opportunities for product managers.
• Building scalable insights solutions using advanced analytics techniques.
• Working closely with Product Managers and Business leads to design, execute and evaluate A/B tests. Understand common pitfalls and caveats of experimentation.
• Define how to best measure the performance of Airbnb products and business through new metrics and dimensions. Align with stakeholders, understand trade offs and guardrails, prototype metrics through custom data pipelines.
• Empower the team to answer data questions quickly and easily by building high-quality ground truth data sets and dashboards.
• Work closely with other global operations and India analytics functions.
• Drive accountability within the team and effectively manage stakeholder expectations
• Hire, retain and grow talent across the right mix of functional areas to meet payment analytics needs.
• Coach and mentor direct reports on both technical development and soft skills.
• Adapt and grow the India customer support analytics team as the business evolves.

Your Expertise:

• 15+ years of industry experience and an advanced degree (Masters or PhD preferred) in a quantitative field such as Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, or Operations Research.
• Proven expertise in leveraging analytics to shape customer support strategies, including reducing contact volumes, enhancing resolution rates, and improving service quality metrics such as NPS and FCR.
• Strong proficiency in Python or R programming, SQL, data modeling, ETL processes, and data warehousing concepts to ensure scalable and efficient data pipelines.
• Extensive experience in advanced statistical methodologies, including hypothesis testing, regression techniques (Linear, Logistic, Ridge, Lasso), Random Forest, NLP/Text Mining, and clustering algorithms like K-Means.
• Expertise in designing and developing BI dashboards using tools like Tableau, Power BI, or Looker, with a focus on user-centric design, advanced visualizations, interactivity features, and performance optimization.
• Demonstrated ability to design metrics and prototypes integrated with robust data pipelines, supporting actionable insights and decision-making.
• Skilled in A/B experiment analysis, statistical data analysis, and experimental design to measure effectiveness and drive continuous improvement.
• Proven communication and collaboration skills, capable of translating technical insights into actionable narratives for both technical and non-technical audiences within cross-cultural and cross-functional teams.
• Experience driving data strategies, establishing centralized sources of truth, and providing direction on analytics within diverse organizational contexts.

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

The difference you will make

In the role of Associate Principal, Control Testing, the successful candidate will be responsible for continued development of our compliance program for Section 404 of the Sarbanes-Oxley Act of 2002. You will support design and testing of key business and entity level SOX controls in a rapidly changing and growing company and technology environment within the AirControl Financial Controls group. You will evaluate the design and effectiveness of SOX controls, provide guidance to process and control owners over controls, and lead coordination with other SOX stakeholders and external auditors.

You will work directly with control owners in the business (e.g. accounting and finance teams) to evaluate the controls and support business partners in the implementation and maintenance of the controls and interact and support efforts of the Company’s independent auditor. As part of the annual control evaluations, you will perform walkthroughs over processes and controls to evaluate the design, test samples to evaluate the operating effectiveness, evaluate gaps, and drive the remediation of deficiencies.

The role requires a well-rounded controls focused professional with accounting and operational expertise. Excellent communication, resource allocation and project management skills are critical, as well as the ability to influence across functions and various levels. The position reports to the Director, Financial Risk & Controls that rolls up to the Head of Global Risk and Internal Audit.

A typical day

• Participate in annual scoping and risk assessment exercises and determine testing approach for manual controls within the business processes
• Execute design and operating effectiveness testing over manual and entity level controls
• Evaluate changes made to key business processes and provide best practice recommendations on controls
• Apply a new perspective on existing controls to recommend efficiencies in testing and evaluation approaches
• Support business partners in maintaining internal control documentation over key processes
• Participate in annual 404 compliance activities with the external auditors, including identification, evaluation, and remediation of deficiencies
• Support the quarterly 302 certification process

Your Expertise

• CA in Accounting or Finance or Management Information Systems or related field
• Minimum of 7+ years of experience, preferably with some years of external audit or consulting experience with US publicly traded companies
• Understanding and experience with the requirements of Sarbanes-Oxley Act of 2002, Section 404, COSO framework, GAAP standards and PCAOB standards
• Experience with external auditor requirements and expectations
• Mission-driven, enthusiastic to learn and grow; team-oriented with a positive attitude and able to work in hyper-growth, fast paced environment
• Ability to work collaboratively with people at all levels of the organization, identify risks and anticipate questions, and provide actionable recommendations based on industry best practices and use influence to ensure execution
• Strong risk management experience, including: performing annual risk assessments, executing annual SOX control testing, and evaluating control deficiencies
• Role model for Airbnb core values

Offices: Gurugram, India

The Community You Will Join:

We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety

As a Senior Specialist, you’ll be trusted with our most sensitive, high-risk cases, those that require a combination of trauma-informed support, exceptional judgment, and deep behavioral insight. You’ll also serve as a thought partner to leadership, helping to raise the bar on how we care for our users, and how we collaborate globally to drive consistency and care.

You will directly support users and internal stakeholders during our most critical, low-frequency but high-severity incidents, including but not limited to:

• Physical or sexual assault, exploitation, or abuse
• Self-harm and mental health-related emergencies
• Human trafficking and child endangerment
• Domestic violence or threats to personal safety
• Culturally sensitive, high-risk cases requiring bespoke handling

Your ability to navigate ambiguity, crisis, and cultural nuance with poise and empathy will help preserve safety and trust at the most difficult times.

• Provides leadership-level case handling across high-complexity, high-sensitivity cases
• Demonstrates deep subject-matter expertise in personal safety risk assessment and trauma-informed communication
• Collaborates on complex case decisions across cross-functional teams including Legal, Comms & Safety Stakeholders
• Actively identifies patterns, edge cases, and workflow gaps; contributes to the refinement of global safety procedures
• Maintains quality, accuracy, and ownership with minimal supervision

• Effectively communicates complex case contexts to senior leadership and cross-functional partners
• Leads or supports debriefs, learning sessions, and stakeholder reviews for severe incidents
• Writes clear, concise narratives on high-risk cases that may be used in internal and executive-level reviews
• Demonstrates tact, professionalism, and credibility across diverse and high-pressure settings

• Assesses behavioral signals and patterns to predict user needs or safety risks
• Escalates cases appropriately, balancing urgency and long-term impact
• Contributes to safety incident root-cause analysis and quality audits
• Uses data and qualitative feedback to advocate for product or policy improvements

• Maintains composure and clear judgment during highly stressful or emotional incidents
• Supports and coaches peers in best practices for trauma-informed engagement
• Proactively fosters psychological safety and resilience within the team
• Embraces difficult conversations and navigates ambiguity with confidence

• 4+ years in customer-facing roles with direct phone/email interaction, including 2+ years in Trust & Safety, emergency response, law enforcement, mental health, or crisis management
• Demonstrated experience handling highly sensitive or traumatic content with care and confidentiality
• Experience engaging with executive stakeholders or leading discussions involving safety, crisis escalation, or reputational risk
• Ability to work weekend days and public holidays required, as well as evening or night shifts. Your schedule can change to meet business needs
• Advanced ability to assess risk levels and act with speed and discretion
• Skilled in trauma-informed communication, both written and verbal
• Comfortable handling ambiguity, adapting workflows, and making judgment calls on the fly
• Effective communicator who can break down complex ideas clearly for varied audiences
• Strong writing skills for crafting case summaries, stakeholder updates, and escalation narratives
• Experience coaching or supporting peers, and contributing to cross-team collaboration

Offices: Gurugram, India