דרושים Premium Support Associate ב-Airbnb ב-הודו

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

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

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

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.

Qualification

• 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.

Your Expertise:

• Experience: 3+ years in customer success, risk management, or service delivery in high-stakes sectors (e.g., aviation, healthcare, finance, or luxury retail).
• 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.

• 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.

• 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.

• Experience: 5+ 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, 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