Executive Escalations Senior Associate

Responsibilities

• Lead resolution of critical cases escalated to senior leadership with urgency and precision
• Conduct investigative deep dives into high-impact issues such as safety concerns and high-value disputes
• Create transformative customer experiences and deliver tailored resolutions to build loyalty
• Identify trends from escalations and provide actionable recommendations to leadership to improve policies
• Collaborate with Legal, PR, Trust & Safety, and other stakeholders to align customer outcomes
• Mentor peers and design workflows that embed customer-first principles

Requirements

• 5+ years of experience in customer success, risk management, or service delivery in high-stakes sectors
• Ability to work 40 hours a week, including weekends and night/graveyard shifts
• Proven ability to work from the office in Gurugram
• Expert conflict resolution skills and emotional intelligence
• Strong strategic decision-making and time management capabilities
• Experience with customer-centric workflows and governance models

About the Company

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.