Airbnb

1 month ago

Executive Escalations Senior Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Join Airbnb’s Escalations team in Gurugram to own high-stakes issue resolution, directly addressing concerns escalated to the CEO and Executive Team. You’ll uncover root causes, craft empathy-driven, executive-level resolutions, and surface systemic insights to drive cross-functional improvements while delivering exceptional, personalized service in fast-paced, ambiguity-filled scenarios.

Location: Gurugram

Workplace: Onsite

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•Master high-stakes customer resolutions by leading the remediation of critical cases escalated to senior leadership, delivering personalized solutions with attention to detail.
•Conduct investigative deep dives to analyze high-impact issues through data-driven problem-solving and cross-functional collaboration.
•Redefine customer expectations by resolving systemic issues and delivering tailored resolutions that build enduring loyalty.
•Collaborate across functions (Community Support, Legal, PR, Trust & Safety) to align outcomes with organizational goals and drive strategic changes.
•Develop expertise to mitigate risks; become a subject-matter expert on policies, compliance, and regulatory obligations while managing ambiguity with authority.

Key Requirements

•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 per week, including weekends and/or different shifts.
•Track record of excellence; consistently top performer in roles requiring quick decision-making and emotional intelligence.
•Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries.
•Availability to work onsite in Gurugram, India (as required by role).

Experience:5+ yearsCustomer successRisk managementService deliveryHigh-stakes

Skills:Conflict resolutionTime managementStrategic decision-makingOperational excellence

Languages:English

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Airbnb

1 month ago

Executive Escalations Senior Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Gurugram

Workplace: Onsite

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•Master high-stakes customer resolutions by leading the remediation of critical cases escalated to senior leadership, delivering personalized solutions with attention to detail.
•Conduct investigative deep dives to analyze high-impact issues through data-driven problem-solving and cross-functional collaboration.
•Redefine customer expectations by resolving systemic issues and delivering tailored resolutions that build enduring loyalty.
•Collaborate across functions (Community Support, Legal, PR, Trust & Safety) to align outcomes with organizational goals and drive strategic changes.
•Develop expertise to mitigate risks; become a subject-matter expert on policies, compliance, and regulatory obligations while managing ambiguity with authority.

Key Requirements

•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 per week, including weekends and/or different shifts.
•Track record of excellence; consistently top performer in roles requiring quick decision-making and emotional intelligence.
•Flexible to work non-traditional hours, reflecting the round-the-clock commitment seen in premium service industries.
•Availability to work onsite in Gurugram, India (as required by role).

Experience:5+ yearsCustomer successRisk managementService deliveryHigh-stakes

Skills:Conflict resolutionTime managementStrategic decision-makingOperational excellence

Languages:English

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn