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: Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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
You will be a part of Airbnb’s Escalations team, based in Gurugram
The Difference You Will Make: As a member of Airbnb’s Escalations team, you will own the resolution of high-stakes issues raised directly to the CEO and Executive Team, delivering “unreasonable hospitality” by balancing urgency, empathy, and fairness. This high-visibility role demands extreme ownership—you’ll dive deep to uncover root causes, craft solutions that rebuild trust, and proactively mitigate brand risk. Your work will directly shape user perception of Airbnb, turning detractors into promoters while surfacing systemic insights to drive business-wide improvements
We seek a strategic problem-solver who thrives in ambiguity, operates with a founder’s mindset, and consistently delivers “wow” moments for users even in the most complex scenarios
A Typical Day: Master High-Stakes Customer Resolutions: Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail
Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes) through data-driven problem-solving and cross-functional collaboration
Redefine Customer Expectations: Create transformative customer experiences: Resolve not just immediate concerns but systemic issues, aligning with industries like luxury retail where service exceeds expectations at every touchpoint
Go beyond service recovery: Deliver tailored resolutions (e.g., surprise-and-delight gestures, executive-level handling) that build enduring customer loyalty
Deliver Empathy-Led Advocacy: Anticipate unspoken needs: Identify hidden pain points and proactively address them, following the example of empathetic industri