Senior Specialist, Executive Escalations

As a member of Airbnb's Escalations team, you will be responsible for resolving high-stakes issues raised directly to the CEO and Executive Team. Your role will involve delivering exceptional hospitality by balancing urgency, empathy, and fairness to address critical cases and rebuild trust. This high-visibility position requires extreme ownership, where you will investigate root causes, devise solutions, and mitigate brand risk. Your strategic problem-solving skills will be crucial in navigating ambiguous situations and delivering exceptional experiences for users, even in complex scenarios. You will redefine customer expectations by resolving immediate concerns and systemic issues, aiming to exceed customer expectations at every touchpoint. A typical day in this role will involve mastering high-stakes customer resolutions by leading critical case resolutions, conducting investigative deep dives, redefining customer expectations, delivering empathy-led advocacy, collaborating across functions, developing expertise, setting operational standards, and mentoring peers to elevate operational excellence. To excel in this position, you should have 3+ years of experience in customer success, risk management, or service delivery in high-stakes sectors. Your ability to thrive in high-pressure environments, communicate effectively, think systemically, and demonstrate operational excellence will be key to success in this role. Key skills required for this position include conflict resolution, time management, strategic decision-making, and operational excellence. Additionally, you should be available to work 40 hours a week out of the Gurgaon location, including weekends and different shifts as needed. Airbnb is committed to fostering diversity and inclusion in the workplace, welcoming applications from all qualified individuals to contribute to innovation, engagement, and the development of the best products and solutions.,