Airbnb
ExecutiveEscalationsSeniorAssociate
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“Executive Escalations Senior Associate at Airbnb. Skills: Customer Resolutions, Investigative deep dives, Customer Expectations, Empathy-Led Advocacy. Own resolution of high-stakes issues. Deliver unreasonable hospitality”
What You'll Achieve.
Deliver 'wow' moments for users; Rebuild trust; Drive business-wide improvements; Exceed expectations; Build enduring customer loyalty; Transform dissatisfied customers into brand champions; Improve policies, processes, and user experience
Industry & Context.
Strategic problem-solver; Investigate with precision; Uncover root causes; Data-driven problem-solving; Think systemically
What They're Looking For.
Must Have
5+ years in customer success, risk management, or service delivery in high-stakes sectors, 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, Flexible to work non-traditional hours
What You'll Do.
Own resolution of high-stakes issues
Deliver unreasonable hospitality
Dive deep to uncover root causes
Craft solutions that rebuild trust
Proactively mitigate brand risk
Shape user perception
Turn detractors into promoters
Surface systemic insights
Drive business-wide improvements
Lead resolution of critical cases
Deliver personalized solutions
Conduct investigative deep dives
Analyze high-impact issues
Create transformative customer experiences
Resolve systemic issues
Deliver tailored resolutions
Anticipate unspoken needs
Address hidden pain points
Turn detractors into advocates
Use emotionally intelligent communication
Build bridges across teams
Drive strategic change
Identify trends from escalations
Translate trends into recommendations
Become a subject-matter expert
Understand brand policies
Manage ambiguity with authority
Set the gold standard
Mentor and elevate peers
Scale operational excellence
Embed customer-first principles
How You'll Work.
Team & Collaboration
Work with wider Community Support, Legal, PR, Trust & Safety, and other stakeholders; Align customer outcomes with organizational goals
Communication Scope
Communicate with confidence; Polished messaging; Persuasive messaging; Tailored messaging for stakeholders
Full 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. A Typical Day: Master High-Stakes Customer Resolutions: Lead resolution of critical cases escalated to senior leadership, mirroring the precision of industries like luxury hospitality or premium aviation. Operate with urgency, delivering personalized solutions with unmatched attention to detail. Conduct investigative deep dives: Analyze high-impact issues (e.g., safety concerns, high-value customer disputes)
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