Senior Executive Escalations Associate

As a part of Airbnb's Escalations team based in Gurugram, you will be responsible for owning the resolution of high-stakes issues raised directly to the CEO and Executive Team. Your role will require you to deliver "unreasonable hospitality" by balancing urgency, empathy, and fairness. This will involve diving deep to uncover root causes, crafting solutions that rebuild trust, and proactively mitigating brand risk. Your work will directly impact user perception of Airbnb, turning detractors into promoters and surfacing insights for business-wide improvements. Key Responsibilities: - Lead resolution of critical cases escalated to senior leadership with precision and urgency, delivering personalized solutions with attention to detail. - Analyze high-impact issues such as safety concerns and high-value customer disputes through data-driven problem-solving and cross-functional collaboration. - Create transformative customer experiences by resolving systemic issues and delivering tailored resolutions that build enduring customer loyalty. - Anticipate unspoken needs, identify hidden pain points, and proactively address them to rebuild trust and turn dissatisfied customers into brand champions. - Collaborate with teams like Community Support, Legal, PR, Trust & Safety, and other stakeholders to align customer outcomes with organizational goals. - Become a subject-matter expert, deeply understanding brand policies, compliance requirements, and regulatory obligations. - Mentor and elevate peers, share expertise to upskill team members, refine playbooks, and innovate processes that embed customer-first principles. Qualifications Required: - Investigative precision like an auditor in finance or a specialist in healthcare - Ability to thrive in high-pressure environments and remain composed and decisive - Consistent delivery beyond expectations, treating every case as an opportunity to innovate and provide high-end customer service - Confident and polished communication tailored for stakeholders at all levels - Ability to think systemically and anticipate ripple effects of decisions Please Note: Airbnb is committed to working with a diverse talent pool to foster innovation and engagement. All qualified individuals are encouraged to apply.,