The Team — Community Support

Our vision is to build the world’s most loyal travel community through exceptional service.

Success is about delivering great customer service for our guests and hosts throughout their Airbnb experience. We believe that service is a major pillar of differentiation that will accelerate the next stage of global growth. We are building an empathetic, intelligent platform that supports the Community anytime they need help. 

Our responsibility is to provide support to millions of guests and hosts who take trips and join Airbnb experiences around the world every year when they need it most.

Agent Tools

The Community Support team is at the cusp of a transformation to reimagine the tools and ways of working that empower our Support Agents. Support Agents are the lifeblood of our global Community Support (CS) team. They are the specialists who serve our Community as potentially the only name and face of the Airbnb brand. Our global product teams are focused on creating world class product experiences that redefine exceptional service for the Airbnb community.

The Role —

As a Lead Experience Designer, you’re a seasoned craftsperson with a penchant for simplifying complexity. You will be responsible for the user facing products and tooling that supports the thousands of globally distributed Support Agents agents and the global Operational teams who enable the Support Agents to do their job effectively, efficiently and empathetically for the Airbnb Community. You’re a hands-on maker with an exceptional level of execution. You love working side-by-side with engineers and operations to define how your ideas will come to life, offline and online. You’ll pave the way for innovation in not only what we make, but also how we work.

Our Design team operates in a studio model at Airbnb. This means that while Agent Tools is a primary focus right now within Community Support, there will be opportunities to lead other high priority areas within the team every year as we continue to transform our product experience.

Responsibilities:

• Leads a project or initiative — helps define strategy, objectives and sets the vision for the user experience. Oversee multiple streams of work from insight and to strategy, to launch across all platforms and devices
• Inspire and direct their team to help them build towards a meaningful vision efficiently
• Responsible for advancing craft on their team. Ensures consistency across a variety of products and platforms in the end-to-end user experience. 
• Defines and evangelizes Airbnb's design language system throughout the organization.
• Provide leadership and mentorship for a team of Experience Designers through the interaction and visual design of products and services from end-to-end for a global audience
• Partner with the Product Managers, Engineers, Data Scientists, Researchers and Content Strategists to define problems & goals, map user flows, prototype interactions, and launch new products and services 

Qualifications:

• 10+ years of experience with end-to-end product design 
• Defines the design process and can lead others through it. Can accurately scope their work as well as their teammate's. Responsible for the work of other designers on their project. Can effortlessly motivate and drive small to medium teams to transform a product. 
• Strong communication and stakeholder management skills
• Excellent visual, interaction and/or service design skills —a master in their field
• Systems-thinker with the ability to think beyond the pixels and design for offline experiences
• Demonstrated ability to help a team navigate ambiguity, set vision and strategy for global products