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:
The CKM team includes a team of knowledge editors and writers across various regions. We manage knowledge bases in Confluence and Contentstack and work towards providing the best user experience to our Support Ambassadors who use our workflows and macros and Airbnb users who visit the Help center and/or receive macros.
The difference you will make:
As a Knowledge Editor, you will be responsible for writing and editing content for our knowledge bases. You will work closely with the Knowledge Strategist, and support the Knowledge Manager in drafting high quality, accurate, and optimized content.
A typical day:
- Create, organize, and optimize critical knowledge content
- Work on content improvement through Jira tickets with role wise targets
- Identify improvements and knowledge gaps in our content through audits and data analysis
- Ensure our content is accurate, consistent, and highly effective for our users
- Triage and maintain content and workflow feedback across the organization
- Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams
Your expertise:
- 3+ years of experience in technical writing or relevant experience
- Excellent proofreading skills
- Excellent communication and interpersonal skills
- Understanding of machine learning and AI applications in knowledge management
- Expertise in knowledge management and content strategy
- Knowledge of information architecture
- Highly developed organizational and time-management skills to assess and prioritize tasks
- Ability to work autonomously in a fast-paced environment
- Resourceful, detail oriented, and comfortable with ambiguity
- Knowledge of SEO strategy
- Proven ability to work in a multicultural, multilingual global organization
- Experience of customer support operations and agent-facing knowledge is an advantage
Hybrid Work Requirements & Expectations:
To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:
- Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
- Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
- Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
- Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
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What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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