דרושים Operations Specialist Hosting ב-Airbnb ב-India, Gurugram

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 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

The Community You Will Join:

• Global Airbnb Capability Center (ACC) Training team responsible for new‑hire, up‑skill and quality programmes across community‑support, safety, payments, and host operations.
• Fast‑moving, data‑curious facilitators and instructional designers who embrace experimentation and continuous improvement.
• A cross‑functional network of Ops Analytics, Engineering, and L&D partners committed to building a data‑driven learning culture.

The Difference You Will Make:

• Define meaningful KPIs that link training to CSAT, Quality Accuracy, Time‑to‑Competency, and operational efficiency.
• Automate 70 %+ of recurring reports within your first year—freeing trainers for high‑value coaching.
• Deliver executive‑ready insight decks that influence programme funding and road‑map decisions.
• Run data‑literacy clinics that turn trainers into confident dashboard users.

A Typical Day:

• Translate program goals into meaningful KPIs and data-capture routines.
• Build dynamic team scorecards and dashboards (Excel first; migrate to BI tools during year 1).
• Craft executive-ready decks that link findings to concrete actions.
• Automate recurring reports and basic workflows (e.g., attendance, feedback collation).
• Manage all data related elements for training
• Pull fresh LMS, QA and operational data into dynamic Excel/Sheets models; validate for completeness.
• Meet with Training Managers to refine hypotheses and frame the ‘so what’ of emerging trends.

Your Expertise:

Must‑Have:

• Advanced Excel/Google Sheets .
• SQL and experience with a BI platform (Looker, Tableau, Power BI).
• Strong data‑storytelling and presentation skills; can translate numbers into trainer actions.
• Growth mindset and track record of self‑directed learning.
• Excellent written & verbal English.

Preferred Expertise::

• 2+ years delivering or designing instructor‑led or blended training programmes.
• Low‑code automation (Zapier/Make) and/or basic Python for data wrangling.
• Experiment design, A/B testing, causal inference.

:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

A Typical Day:

• Work with internal and external stakeholders, align team goals with organizational strategy, proactively identifying opportunities and adapting to evolving business priorities.
• Lead, mentor, and empower the team to achieve business goals, drive performance, and foster a high-performing team culture.
• Monitor KPIs and conversion metrics, ensuring continuous improvement through regular coaching and performance reviews.
• Enhance workflows, leverage automation, and implement AI-driven solutions to improve efficiency and scalability.
• Analyze trends, competitor strategies, and market opportunities to refine supply acquisition approaches.
• Lead high-impact projects, allocate resources effectively, and ensure timely execution aligned with strategic goals.
• Act as a key point of contact for global teams, defining business requirements and ensuring successful transitions.
• Track and analyze key performance metrics, identify improvement areas, and drive data-backed strategies for growth. Provide regular updates to leadership, ensuring transparency on project deliverables and challenges.

Your Expertise:

• Bachelor's degree in a relevant field, or equivalent practical experience.
• 10+ years of experience in supply growth, project and operations management, with at least 4+ years in a leadership role overseeing teams and driving performance.
• Proven track record in setting up, scaling and process automation.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams, influence decision-making, and align strategies with broader business objectives.
• Strong analytical and problem-solving skills, with experience in leveraging data insights to drive business decisions and improve efficiency.
• Experience in the travel, hospitality, or marketplace industries, with a deep understanding of supply acquisition, market trends, and competitive dynamics.
• Ability to adapt to a fast-paced, dynamic, and evolving work environment.

Hybrid Work Requirements & Expectations:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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

• Handle cases with complexities with the highest level of service
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team.
• Understand how to summarize user issues and escalate to leadership as needed
• Manage multiple user cases at the same time while remaining efficient, professional and organized
• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and phone.
• Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
• Adapt to your schedule & its potential modifications based on business needs
• Be a team player & support operational success as directed by your Management
• Demonstrate and share best practices with teammates to drive success at the global service level
• Participate in roundtable discussions for upcoming changes and launches

The Difference You Will Make:

• You will look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population.
• Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo.
• Adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Operational Excellence Competencies
  • Shows constant improvements in the quality of work with limited supervision
  • Shares regular feedback from the community with the senior stakeholders to improve the quality of our services
  • Shares knowledge with less experienced team members
  • Shows willingness to take on new projects/assignments
• Communication Competencies
  • Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact
  • Understands when written messages are appropriate and when to choose other forms of communication
  • Shares knowledge with less experienced team members Uses effective cross cultural communication
• Analytical Competencies
  • Develops a nuanced perspective based on facts and data
  • Plans proactively for short to medium term goals
  • Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals
  • Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives
• Self & Interpersonal Competencies
  • Shows awareness of individual's strengths, blind spots and areas of development
  • Perseveres to find the goals deeper Why' behind policies, processes, and workflows
  • Keeps team objectives community above individual aspirations
  • Embraces challenges that require new skills and knowledge
  • Recognizes conflicts and seeks support to resolve difficult situations
  • Pushes oneself towards the best possible outcomes for the Airbnb community
  • Maintains composure in crisis situations

Your Expertise:

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms.
• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials.
• Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations
• Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time.
• Ability to understand and execute policies & procedures.
• Ability to maintain confidentiality during investigation.
• Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety, including assessing the level of risk of the situation.
• Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences.

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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

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.
• 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