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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.
The Community You Will Join:
The Community Support Platform (CSP) at Airbnb is an essential system that powers the company's customer support operations. It is designed to empower Airbnb's global network of Community Support ambassadors and facilitate efficient handling of customer inquiries, issues, and escalations.
The CSP serves as a centralized hub for managing customer support interactions, providing tools, workflows, and data-driven insights to enhance customer support effectiveness. It enables ambassadors to deliver high-quality and personalized support experiences to Airbnb guests and hosts around the world.
As part of our vision for the Community Support Platform (CSP), we are embracing AI transformation to enhance our customer support services. By harnessing the power of Artificial Intelligence, we aim to revolutionize the way we interact with and assist our users.
The Difference You Will Make:
You will work in a team of talented and diverse software engineers to create innovative user experience for AI driven customer service products which includes both backend workflows of LLM driven chatbot and frontend user experience across different platforms. You will play a significant role in shaping the technical vision and delivering flexible, efficient and scalable solutions. Each individual brings their own unique skill set, experiences, thought leadership and technical expertise to solve these technical challenges for Airbnb.
A Typical Day:
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Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build novel products and features
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Drive, lead, and contribute to the full development cycle: technical design, development, test, experimentation, analysis, and launch. You’ll be reviewing code and design docs, giving feedback on product specs and mocks.
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Nurture a culture of technical quality from design, through code review, to production operations
Your Expertise:
- BS, MS or Ph.D. in computer science or related field, or equivalent work experience.
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8+ years of relevant software development experience in a fast paced tech environment.
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Strong expertise with backend systems in service-oriented architectures
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Experience with frontend or full stack development
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Experience with chatbot/AI product would be a plus
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Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations
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Passionate about efficiency, availability, technical quality and system quality.
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Love for collaborating via code reviews and architecture discussions, and are motivated to improve their teammates’ productivity
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Bachelor’s and/or Master’s/PhD degree, preferably in CS, or equivalent experience
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Our Commitment To Inclusion & 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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$185,000—$223,000 USD
Top Skills
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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