Premium Support Senior Associate

Responsibilities

• Deliver bespoke, high-quality customer support for high-end guests and Hosts
• Take complete ownership of complex and high-stakes cases to ensure final resolution
• Interact with users through live chat, social platforms, messaging, and phone
• Manage high case volumes while maintaining personalized service standards
• Proactively anticipate customer needs and suggest relevant solutions
• Engage with internal and external stakeholders to resolve conflicts and build trust
• Provide technical and functional guidance to less experienced team members

Requirements

• 5+ years of experience in multicultural customer service, preferably in hospitality or premium support
• Experience handling high-profile or influential clientele
• Graduate degree or above
• Proficiency in English (verbal and written)
• Experience using phone, messaging, or live chat for customer interaction
• Proficiency with Mac OS, Google Suite, and CRM systems
• Ability to work weekends, public holidays, and evening shifts
• Location: Delhi/NCR

Preferred Qualifications

• Experience with premium brands like Apple, Amex, Amazon premium support, or Ritz Carlton
• Hospitality experience involving technology platforms
• Additional language proficiency

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.