Greenhouse ·
full-timeSupport Specialist, R1
Airbnb · Gurugram
Airbnb is a global platform connecting hosts and guests for unique stays and experiences. As a Support Specialist in the Resolution team based in Gurugram, you will serve as a primary point of contact for the company's worldwide community. Your day-to-day responsibilities involve managing inbound and outbound communication through phone, email, and messaging channels to address customer inquiries, complaints, and urgent situations. You will be expected to troubleshoot issues, mediate disputes between users with empathy, and provide timely resolutions while adhering to performance metrics. This role requires navigating competing priorities and working in 24x7 rotational shifts, primarily supporting North American time zones. The position is well-suited for candidates with at least two years of experience in an international voice process within a contact center or BPO environment. Successful applicants must demonstrate strong communication skills, the ability to handle sensitive information, and a commitment to maintaining high customer satisfaction standards. You will operate from the Gurugram office initially, with the potential for remote work based on performance and adherence to specific home-office infrastructure requirements.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. 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 Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.
| Role | Support Specialist, R1 |
|---|---|
| Company | Airbnb |
| Location | Gurugram |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-26 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
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