דרושים Senior Aircover Specialist ב-Airbnb ב-India, Gurugram

The Community You Will Join:

• The core work of Senior Aircover Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance
• The AirCover team is responsible for providing Community Delight to our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The Difference You Will Make:

• You will be a part of the team to drive operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.
• You will think critically to evaluate our policies and procedures and work to identify opportunities to improve performance and better optimize the experience for our customers.

A Typical Day:

The core work of Senior Aircover Specialist is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance. Property Security specialists are broadly accountable for the following activities and responsibilities:

• Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work.
• Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
• Working closely with stakeholders to align on case strategy.
• Compiling incident reports at the direction of leadership.
• Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.
• Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
• Effectively collaborate with and monitor third party claims administrators.
• Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.
• Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.
• Maintaining high levels of confidentiality while performing investigations.
• Maintain professional relationships with colleagues.
• Embody Airbnb Core Values and exhibit Diversity and Belonging ethos and behaviours.

Secondary Function: Dedicated to project work, supporting leadership on the execution of Change Management and other initiatives.

• Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.
• Acting as a mentor and advisor/SME for new hires and partners.
• Actively participating in cross-collaboration projects within the AirCover org.
• Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products.
• Attending functional business reviews as required.

Additional Duties and expectations:

• Handling cases and escalations with increased complexities including stakeholder notifications and payment thresholds.
• Be an innovator - Think out of the box to solve problems, make process seamless and easy for all users, save cost
• Engage and participate in global and internal brainstorming sessions to bring forward issues and possible solutions.
• Support new projects, pilots and segments
• Assist in answering and supporting partner queries on partner slack channel
• New hire mentoring and support during training, nesting and ramping periods.
• Participate in training support when required (e.g outbound call roleplay)
• Focus on fully understanding and assisting peers in understanding and adhering to policies and workflows.
• Provide case support to peers and associates (case consults, payout thresholds, etc).
• Sharing best practices in reaching & maintaining high performance (SLAs, SPD, Quality).
• Assume POC roles in relevant areas where the business requires.
• Contribute to and take part in key initiatives to drive the business forward where the business requires.
• Perform relevant Team Coordinator duties when the business requires, including team approvals and consults.
• Develop and leverage strong Stakeholder management skills to communicate and collaborate with internal and external stakeholders in a professional, timely manner.
• Demonstrate proactiveness in identifying gaps in workflow, process and policies and in problem solving including providing upward feedback where needed.

Your Expertise:

• Language proficiency in English
• Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
• 1-3 years of experience in claims and dispute resolution, Insurance claims, conflict resolution, fraud or risk investigations, and/or crisis management.
• 2+ years of experience in customer service with calling experience
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Excellent time management, negotiation and conflict resolution skills.
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
• Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
• Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
• Ability to learn and adapt to new technologies
• Working with leadership to develop and enhance internal policies, processes and tools.
• Bachelor’s Degree or equivalent.
• Additional insurance investigation or program management experience are a plus.

Preferred:

• Experience handling insurance claims, especially in the field of first party property or liability claims
• Understanding of ‘Third Party Administrators/Adjusters’

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 Difference You Will Make:

• You will play a critical role in ensuring that our operations run smoothly and that our hosts and guests have a seamless and enjoyable experience.
• Your work includes understanding of ProHost Business in Airbnb and catering to various projects related to supply and quality.
• Success in your role will depend on how efficiently you manage your day-to-day operations, consistently meeting or exceeding performance metrics such as productivity, accuracy etc ● Have empathy to establish approachability in order to care about, support, and also challenge the team to meet and exceed expectations.

A Typical Day:

• A typical day starts with a team meeting to meet and greet each other and understand what’s in it for the day while reflecting on the previous day.
• Overall, a typical day is fast-paced, challenging, and rewarding. You will be responsible for managing multiple tasks and priorities, collaborating within team and cross-functional teams to drive continuous improvement.

Specific day-to-day responsibilities may include:

• May work on routine lead scraping workflow and also resolve complex cases or guides others in the team utilizing judgment in the best business interest
• Review, qualify and vet supply leads from various resources to help provide global teams with filtered leads to bolster supply.
• May act as a SPOC for specific supply type, helping others qualify appropriate lead types ● Provides informal training and support to team members, likely to act as an informal resource for team members with less experience
• Completes work with a limited degree of supervision and Routinely gets tasked with moderately difficult assignments like Ad Hocs etc.
• Work closely with Market Managers to derive insights into specific supply in targeted markets and geos.
• Conducts shadow sessions from time to time with other team members on a requirement basis as discussed with the supervisor to determine work patterns/AHT etc.
• Impacts the team’s results through the quality and effectiveness of own work and coordination with others, eg. taking a lead on Empower projects, doing additional research etc.
• Something unique about this role - you will get to work on various ad-hocs frequently and that will help build your learning curve and the agility enables you to wear your thinking hat and improvise.

Your Expertise:

• Bachelor’s Degree or equivalent with minimum 3-4 years experience
• Strong, fluent verbal and written English communication skills
• Advanced Google Suite familiarity - Sheets, Chrome
• Analytic skills, ability to prepare project summary, docs, data analysis
• Strong attention to detail required for review work
• Ability to consistently meet expectations with regards to productivity for repetitive tasks ● Comfort with process change and ambiguity; flexible
• Travel requirements (not applicable as of now)
• Advanced understanding of Salesforce Tool, including reporting on Salesforce

• 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

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 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