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Specialist, CS Labs

1 hour, 37 minutes ago
India
Full-time
Mid Level
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Machine Learning
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 143

Description

  • Manage complex customer cases from intake through resolution with clear communication and sound judgment.
  • Provide high-quality support to guests and hosts across live chat, phone, messaging, social platforms, and emerging channels.
  • Own customer cases end to end and escalate issues accurately when needed.
  • Partner with product, operations, and other internal stakeholders to test, iterate on, and scale new service programs.
  • Apply feedback from management and quality partners to improve service quality and consistency.
  • Evaluate complex situations from multiple perspectives and present clear options and trade-offs for resolution.
  • Contribute to machine learning projects through data annotation, labeling, and evaluation.
  • Test new products, workflows, and service strategies and share iterative insights to improve execution.
  • Support team improvement by sharing insights, improving processes, and taking on evolving responsibilities.
  • Work collaboratively with teammates and cross-functional partners while modeling Airbnb core values and belonging behaviors.

Requirements

  • 3+ years of relevant experience in multicultural customer service teams handling customer or client contacts by phone.
  • Strong written and verbal English proficiency; additional languages are a plus.
  • Demonstrated empathy and the ability to resolve conflicts effectively and in a timely manner.
  • Ability to explain complex ideas simply and clearly while engaging with stakeholders.
  • Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems.
  • Ability to quickly learn new tools and adapt to new tasks and responsibilities.
  • Ability to multitask and work effectively in a fast-paced, evolving environment.
  • Availability to work weekend days, public holidays, and early morning or evening shifts, with schedule changes based on business needs.
  • Fast learner with a passion for Community Support.
  • Experience with multicultural customer service and customer/client contact roles is required.

Benefits

  • Annual base pay range of ₹590,000 to ₹790,000 INR.
  • Eligibility for bonus or incentives.
  • Eligibility for one or more equity programs.
  • Benefits package included.
  • Employee Travel Credits.
  • Opportunity to work in a role with changing responsibilities and exposure to global support initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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