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Airbnb Logo Airbnb · Customer Service

Executive Escalations Senior Associate

India, Gurugram Employment contract 1090000.00 - 1240000.00 INR / Year · Job Posted May 27, 2026
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Job Description

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.

Job Responsibility

  • Master High-Stakes Customer Resolutions
  • Redefine Customer Expectations
  • Deliver Empathy-Led Advocacy
  • Collaborate and Influence Across Functions
  • Develop Expertise and Mitigate Risks
  • Set the Gold Standard in Operations

Requirements

  • Experience: 5+ years in customer success, risk management, or service delivery in high-stakes sectors (e.g., aviation, healthcare, finance, or luxury retail)
  • Availability to work 40 hours a week, available to work weekends and/or different shifts/night or graveyard shifts, work from office
  • Track record of excellence: Consistently rated as a top performer in roles requiring quick decision-making and emotional intelligence
  • Availability: Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries
  • Conflict resolution: Expert at diffusing tense situations with empathy and authority
  • Time management: Proven ability to juggle 10+ critical tasks with precision, prioritizing effectively under tight deadlines
  • Strategic decision-making: Comfortable making high-stakes judgment calls (e.g., financial goodwill gestures, policy exceptions) that balance business and customer needs
  • Operational excellence: Experience with customer-centric workflows and governance models from industries like financial services or aviation

What we offer

  • bonus or incentives
  • one or more equity programs
  • benefits
  • Employee Travel Credits
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