Premium Support Senior Associate

Job description

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: You will join an elite process team focused on premium, high-stakes customer interactions, supporting high-end guests and Hosts within the Airbnb community. The environment is: • Multicultural and hospitality-oriented, with exposure to high-profile and influential clientele. • Based in Gurugram / Delhi-NCR, with an expectation of in-office work aligned with business needs. • Fast-paced, complex, and ambiguous, requiring adaptability, responsiveness, and professionalism. • Collaborative, involving close interaction with internal stakeholders and cross-functional teams. The Difference You Will Make: • Deliver bespoke, high-quality customer support that reflects Airbnb’s commitment to excellence, especially for high-end customers. • Take complete ownership of complex and high-stakes cases, ensuring final resolution or settlement and building strong relationships with users. • Combine efficiency with personalized service, handling high case volumes without compromising quality. • Proactively enhance the customer experience by anticipating needs, offering relevant solutions, and going above and beyond in every interaction. • Contribute to continuous improvement by sharing insights about the community experience and supporting your team’s operational success. • Build trust with internal and external stakeholders through effective relationship management and consistent delivery of results. • Help uphold top hospitality standards in every interaction, influencing user satisfaction and brand perception. A Typical Day: • Providing Personalized and Exceptional Customer Support • Interacting with guests and Hosts through live chat, social platforms, messaging, and phone. • Understanding the specific needs of high-end customers and tailoring your communication and solutions. • Adapting your approach to diverse cultural backgrounds and individual preferences. • Complex Case Management • Owning assigned cases end-to-end, following workflows and management guidelines to reach final resolution. • Exercising sound judgment and an ownership mentality, escalating to other teams when necessary. • Being receptive to feedback from management and quality teams and quickly applying it to improve your work. • Combining Efficiency with Bespoke Quality • Managing a high volume of cases while maintaining personalized, high-quality service. • Resolving issues quickly and effectively to ensure mutual satisfaction and uphold hospitality standards. • Participating in Your Team’s Improvement • Using your operational knowledge to support team success and performance. • Providing feedback and insights on community experience and improvement opportunities. • Helping document ways of working, best practices, and norms as requested. • Offering technical/functional/subject-matter guidance to less experienced team members. • Going Above and Beyond • Anticipating customer needs and proactively suggesting solutions or options to smooth their experience. • Responding promptly and efficiently to inquiries and issues, ensuring timely resolution. • Stakeholder Engagement • Building trust with internal and external stakeholders through consistent delivery and open communication. • Demonstrating openness and approachability when resolving issues. • Understanding key functional drivers and their business impact. • Being on-call for emergency situations in evenings and weekends, as required. Your Expertise: Background & experience • 5+ years of relevant experience in multicultural customer service teams, preferably in hospitality and premium support (experience with Apple, Amex (David Jones), Amazon premium support, Ritz Carlton is a plus). • Experience in roles involving calls and customer/client contacts, ideally with high-profile or influential clientele. • Graduate degree or above. • Hospitality experience, particularly with technology platforms, is a plus. • Prior experience using phone, messaging, or live chat to interact with users/customers. • Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective, and timely manner, with the ability to explain complex ideas simply. • Ability and willingness to work weekends, public holidays, and evening shifts; schedule may change based on business needs. • Location: Delhi/NCR. Skills & expertise • Excellent verbal and written communication skills for engaging guests, Hosts, and stakeholders. • Strong ability to understand guest needs and provide personalized recommendations and assistance. • Strong problem-solving abilities and emotional intelligence to identify root causes and fully resolve issues. • Ability to manage high volumes of work, multitask, prioritize, and adhere to schedules (breaks, lunches, training). • A strong passion for delivering exceptional customer service and setting a high bar. • Ability to thrive in an ambiguous, fast-pa