Senior Specialist, Executive Escalations

Role Overview: 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. You will deliver unreasonable hospitality by balancing urgency, empathy, and fairness. Your role will involve diving deep to uncover root causes, crafting solutions to rebuild trust, and proactively mitigating brand risk. Your work will directly impact user perception of Airbnb, converting detractors into promoters and providing 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 through data-driven problem-solving and collaboration across functions. - Resolve not only immediate concerns but systemic issues to create transformative customer experiences that exceed expectations. - Deliver tailored resolutions such as surprise-and-delight gestures to build enduring customer loyalty. - Anticipate hidden pain points and address unspoken needs to rebuild trust and turn dissatisfied customers into brand advocates. - Collaborate with various teams such as Community Support, Legal, PR, Trust & Safety to align customer outcomes with organizational goals. - Become a subject-matter expert in brand policies, compliance requirements, and regulatory obligations. - Mentor team members, refine playbooks, and innovate processes to set the gold standard in operations. Qualifications Required: - 3+ years of experience in customer success, risk management, or service delivery in high-stakes sectors like aviation, healthcare, finance, or luxury retail. - Availability to work 40 hours a week in Gurgaon location, including weekends and different shifts. - Track record of excellence in roles requiring quick decision-making and emotional intelligence. - Flexibility to work non-traditional hours to reflect the commitment seen in premium service industries. Additional details of the company: Airbnb is committed to diversity and inclusion, fostering innovation and engagement by working with a broad talent pool. They believe in attracting creatively-led individuals to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.,