Executive Escalations Senior Associate

Traveltechessentialist; Gurugram District; On-site; INR 1,090,000 - 1,240,000; Full time

Benefits offered by this job

Potential eligibility for bonuses

Employee Travel Credits

Job summary

Traveltechessentialist seeks a Customer Resolution Expert in Gurugram, India, to manage high-stakes customer cases and enhance overall customer experience. You'll address urgent issues, collaborating across multiple teams to deliver exceptional service and solutions.

Ideal candidates should have over 5 years of experience in customer success or risk management, exhibit strong communication skills, and be flexible for non-traditional hours. Competitive annual pay range from ₹1,090,000 to ₹1,240,000 INR plus additional incentives.

Qualifications

• 5+ years in customer success, risk management, or service delivery in high-stakes sectors.
• Track record of excellence in roles requiring quick decision-making.
• Ability to thrive in high-pressure environments.

Responsibilities

• Lead resolution of critical cases escalated to senior leadership.
• Create transformative customer experiences by resolving systemic issues.
• Anticipate hidden pain points and proactively address them.

Skills

Conflict resolution

Time management

Strategic decision-making

Operational excellence

Job description

Your primary role is to 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.

A Typical Day:

Master High‑Stakes Customer Resolutions:

• Lead resolution of critical cases escalated to senior leadership, operating with urgency and attention to detail.
• Conduct investigative deep dives: analyse high‑impact issues (e.g., safety concerns, high‑value disputes) through data‑driven problem‑solving and cross‑functional collaboration.

Redefine Customer Expectations:

• Create transformative customer experiences by resolving not only immediate concerns but systemic issues.
• Deliver tailored resolutions (e.g., surprise gestures, executive‑level handling) that build lasting loyalty.

Deliver Empathy‑Led Advocacy:

• Anticipate hidden pain points and proactively address them.
• Turn detractors into advocates through emotionally intelligent communication.

Collaborate and Influence Across Functions:

• Build bridges across teams (Community Support, Legal, PR, Trust & Safety, etc.) to align outcomes with organizational goals.
• Translate trends from escalations into actionable recommendations for leadership.

Develop Expertise and Mitigate Risks:

• Become a subject‑matter expert in brand policies, compliance, and regulatory obligations.
• Manage ambiguity with authority using sound judgment for complex, high‑stakes cases.

Set the Gold Standard in Operations:

• Mentor peers, share expertise, and scale operational excellence.
• Innovate processes by designing workflows that embed customer‑first principles.

Qualifications:

• Investigate with precision: Approach problems like an auditor or specialist, uncovering root causes others miss.
• Thrive in high‑pressure environments: Remain composed and decisive with rapid escalation and executive‑level visibility.
• Deliver beyond expectations: Treat every case as an opportunity to innovate and provide high‑end customer service.
• Communicate with confidence: Polish and persuasive messaging tailored for stakeholders at all levels.
• Think systemically: Anticipate ripple effects and leverage foresight from industries such as aviation safety or strategic consulting.

Your Expertise:

• Experience: 5+ years in customer success, risk management, or service delivery in high‑stakes sectors (aviation, healthcare, finance, luxury retail).
  • Availability: 40 hours a week, including weekends and/or night or graveyard shifts, work from office.
• Track record of excellence: Consistently rated as a top performer in roles requiring quick decision‑making and emotional intelligence.
• Availability: Flexible to work non‑traditional hours, reflecting round‑the‑clock commitment.

Key Skills:

• Conflict resolution: Expert at diffusing tense situations with empathy and authority.
• Time management: Ability to juggle multiple critical tasks under tight deadlines.
• Strategic decision‑making: Comfortable making high‑stakes judgment calls balancing business and customer needs.
• Operational excellence: Experience with customer‑centric workflows and governance models.

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement. All qualified individuals are encouraged to apply.

Benefits & Pay:

The base pay range for this role is annualized and inclusive of allowances. The range shown below is for India.

1. Annual Pay Range: ₹1,090,000 – ₹1,240,000 INR
2. Potential eligibility for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.