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Airbnb
Airbnb Customer Support Specialist Recruitment 2026: Apply Online
Customer Support Specialist
Experience Required
Minimum 2 years of international voice process experience in contact center / BPO
Salary / Package
Industry Standard + Performance Incentives + Employee Travel Credits
Work Mode
Hybrid / Work from Home (Post training in Gurgaon)
Openings
Multiple
Job Overview
About the Role
As a member of the Airbnb Customer Support team, you will serve as a Resolution Specialist within the volume tiers. Resolution Specialists serve as the primary point of contact, addressing community inquiries and concerns from guests and hosts globally. The community relies on resolution specialists for fast, accessible, empathetic, and personalized support in times of urgent need.
Key Responsibilities
- Provide courteous, timely, and efficient support to the global Airbnb community.
- Handle inbound and outbound phone calls, emails, and chat messages professionally.
- De-escalate user complaints, mediating situations between users with empathy and fairness.
- Utilize internal knowledge resources to research, troubleshoot, and resolve issues effectively.
- Monitor and handle concurrent tasks while meeting performance targets independently.
- Maintain high quality and compliance standards using Airbnb-issued equipment and software.
Requirements & Eligibility
- Bachelor’s degree in any field.
- Minimum 2 years of experience in an international voice process within a contact center or BPO.
- Proven English fluency with exceptional grammar, vocabulary, comprehension, and spelling.
- Ability to work in 24×7 rotational shifts supporting North American time zones.
- Mandatory high-speed home internet (minimum 10 Mbps) and dedicated quiet work area.
Key Job Details
| Company Name | Airbnb |
| Job Role | Customer Support Specialist |
| Experience | Minimum 2 years of international voice process experience in contact center / BPO |
| Salary Range | Industry Standard + Performance Incentives + Employee Travel Credits |
| Job Type | Full Time |
| Work Mode | Hybrid / Work from Home (Post training in Gurgaon) |
| Openings | Multiple |
| Job Location | Gurgaon, India |
Key Responsibilities
- Serve as the first point of contact to resolve customer inquiries and complaints.
- Respond professionally to inbound/outbound calls, emails, and chat messages.
- Research and troubleshoot complex issues using existing internal knowledge bases.
- Mediate disagreements between hosts and guests with empathy, accuracy, and fairness.
- Consistently meet and exceed individual and team performance targets.
Requirements & Qualifications
- Graduation degree in any discipline.
- At least 2 years of international voice experience in a BPO/Contact Center setting.
- Exceptional command over written and spoken English language.
- Flexibility to work in 24/7 rotational shifts and night shifts.
- Dedicated private home workspace with high-speed internet connection (min 10 Mbps).
Required Skills
- International Voice Support
- Customer Service & Satisfaction (CSAT)
- Conflict Resolution & Escalation Management
- Active Listening & Verbal Nuances
- Written & Spoken English Fluency
- Multitasking & Task Management
About Airbnb
Airbnb was founded in 2007 and has grown to over 5 million hosts welcoming over 2 billion guest arrivals worldwide. It is a leading global community platform offering unique accommodation and experiences.
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Frequently Asked Questions
Q: What is the job location for the Airbnb Customer Support Specialist position?
A: The initial training and nesting take place in the Airbnb Gurgaon office, after which work-from-home options are available for candidates residing in Delhi/Gurgaon.
Q: What qualification is required for this role?
A: Candidates must be graduates with at least 2 years of experience in an international voice process in a BPO or contact center environment.
Q: What are the shift timings for this position?
A: This role involves 24×7 rotational shifts with rotational week-offs, primarily supporting North America time zones.
Q: Is this a Work From Home (WFH) job?
A: Work from home is allowed after successful completion of the initial hiring, training, and nesting period in the Airbnb Gurgaon office.
Q: What infrastructure is required to work from home?
A: Candidates require a quiet private workspace, minimum 10 Mbps high-speed internet, and must use Airbnb-issued hardware and software.
Disclaimer: This job post is prepared by collecting data from the official career page of Airbnb. We are not direct recruiters or representatives. Candidates should carefully review the requirements and policies on the company’s portal before initiating an application.