Staff Advanced Analytics Community Support Ai Assistant jobs at Airbnb

The Difference You Will Make:

As a staff software engineer on the Content Platform team, you’ll provide hands-on technical leadership to build a no-code or low-code platform to bring together a thoughtful user experience for Marketing to author, segment, and plan lifecycle management of communications on onsite ( ) and offsite (emails, push notification) channels. You’ll be working alongside a team of talented software engineers to improve our usability of our platform of tools, reducing time-to-market for our internal teams, and developing technical strategic planning towards driving a best-in-class scalable platform. You will also work closely with XFN partners like design, product and marketing stakeholders to dive deep into solving problems that have a direct growth impact on our business.

A Typical Day:

As a Staff Software Engineer on Content Platform, you will:

• Design the future state of our platform and systems by incorporating product-first mentality of our users and their end-to-end workflows
• Lead engineers—both inside and outside your immediate team—in building out these technical solutions
• Participate in the development of product and UX requirements by engaging early and often with designers, product managers and Marketing stakeholders to help steer teams on the most efficient path towards overall goals
• Nurture a culture of technical quality from design, through code review, to production operations
• Mentor other engineers in developing their technical and collaboration skills
• Identify and propose solutions to problems coming in the way of technical and product engineering excellence
• Collaborate with internal teams across Marketing Technologies, ML, Growth Marketing, and Creative
• At the staff+ level, our engineers are responsible for establishing a technical vision and then delivering a solution that is flexible, always available, efficient, and scales with the needs of the business. Each individual brings their own unique skill set, experiences, thought leadership and technical expertise to solve these technical challenges for Airbnb.

Your Expertise :

• 9+ years of experience in a hands-on software engineering role.
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
• Technical leadership: hands on experience leading project teams, setting technical direction and strategy and mentoring engineers.
• Passionate about efficiency, availability, technical quality and system quality.
• Passion to level-up those around you through curiosity and fostering a collaborative and inclusive team environment.
• Proven experience in defining product/technical strategy and driving alignment with cross-functional leaders and stakeholders.
• Strong communication and collaboration skills with experience driving initiatives that span across teams, departments and leadership.
• Bonus - if you’ve worked in Marketing Technologies

Offices: United States

A Typical Day:

• Establish the vision for a suite of AI/ML products based on the value we can provide
• Develop the product roadmap and build consensus on prioritization which drives product execution
• Challenge the status quo and inspire people toward a unified outcome
• Define goals and success with clearly measurable objectives and key results
• Efficiently execute to ship products and deliver impact for our business and users
• Communicate concisely and influence outcomes
• Build alignment across product teams, cross-functional partners (FP&A, Marketing, Operations, Customer Experience, Trust, etc.) and Leadership/Executive team
• Drive product development with a world-class team of Engineers, Data Scientists and Operations Leads and Policy Experts
• Prioritize work based on inputs from many stakeholders, while being flexible to iterate/change
• Evaluate new product opportunities and bring forward proposals (buy, build, partner solutions) for new capabilities with data and users at the forefront

Your Expertise:

• 8+ years of product management experience
• 2+ years of building AI/ML products or technical product management
• Prior product, operation, or engineering experience working in Security, Trust, Safety, or Fraud
• Ability to carefully trade-off fraud prevention and impact to good users
• Radical thinking paired with strong execution. Can envision a world different than the status quo with the ability to articulate a clear path to get there
• Strong cross-customer collaboration: harmonizes strategies and needs of multiple customers; influences customer strategy and plans
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities
• Innate capability to, directly and indirectly, lead teams through success

Offices: United States

The Difference You Will Make:

You’ll serve as a critical finance and strategy leader, bringing hands-on analytical expertise to shape and optimize Brand Marketing investments. Success means delivering actionable insights, rigorous financial analyses, and measurable improvements in KPI attainment, campaign ROI, and budget efficiency. By driving cross-functional alignment and championing operational excellence, you’ll empower Airbnb to make data-driven, strategic marketing decisions that fuel business growth.

A Typical Day:

• Lead budget forecasting and tracking, partnering with Financial Operations to ensure accurate monthly projections and media spend allocations.
• Develop and monitor KPI frameworks for marketing channels, setting and reviewing targets, OKRs, and efficiency metrics.
• Conduct deep analytical dives into business trends and campaign performance, independently extracting, visualizing, and presenting data.
• Collaborate with Brand Marketing, Product Marketing, Hosting, and Data Science teams to design, execute, and evaluate marketing strategies.
• Support weekly and quarterly reporting requirements for Marketing and Hosting organizations, preparing executive-ready presentations.
• Facilitate complex, large-scale processes across global teams and agency partners, proactively driving strategic connections and alignment.
• Lead ROI analyses for brand campaigns — integrating quantitative and qualitative impacts, and championing holistic campaign reviews

Your Expertise:

• 8+ years of progressive experience in finance, analytics, business operations, FP&A, strategy consulting, or related fields.
• Demonstrated mastery of financial modeling and quantitative/qualitative analysis, especially in the context of brand marketing (TV, Social, Online Video, Podcast, Radio, OTT).
• Proven track record in budget planning, forecasting, and media buying operations or similar domain.
• Exceptional communication skills, with experience crafting executive-level presentations and reports from complex data sets.
• Strong cross-functional influence and stakeholder management — adept at structuring and leading global, multi-team processes.
• Comfortable working in ambiguous, high-growth environments; proactive and self-starting with a bias for action.
• Preferred: Experience collaborating with international partners, agency teams, and familiarity with media buying operations.

Offices: United States

A Typical Day:

• Work with large and complex data sets to solve a wide array of challenging problems using different analytical and statistical approaches.
• Apply technical expertise with quantitative analysis, experimentation, data mining, forecasting and the presentation of data to identify trends and patterns that can inform decision-making.
• Collaborate closely with Product, Engineering, Finance, Operations, Data Science, Product Insights Analysts, Data and Analytical Engineering, Capacity Planning and other cross-functional teams to provide actionable insights.
• Develop and implement advanced forecasting models to not only predict key performance metrics but also understand the metric’s actual performance.
• Design, execute, and analyze experiments to measure feature impact and guide product iterations. Leverage causal methods when traditional randomized trials aren’t available.
• Design and build metrics / dimensions to monitor product and business performance.
• Build sophisticated reporting and analytical tools that empower stakeholders to make data-driven decisions.
• Present findings and recommendations to stakeholders, including senior leadership, in a clear and concise manner.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.

Your Expertise:

• 10+ years of industry experience with a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
• Deep technical expertise in data and statistical analysis, experimentation, causal inference, forecasting methods, and familiarity with LLMs.
• Proficiency in programming languages such as Python or R for data analysis and modeling.
• Experience working with large datasets and SQL for data extraction and manipulation.
• Self-starter, thrives in ambiguity, and has an investigator mindset of wanting to get to the bottom of problems.
• Strong problem-solving and critical thinking abilities, with a keen attention to detail.
• Excellent communication and presentation skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions.
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments.
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred.

Offices: United States

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle

Your Expertise:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Fluent in both English and Spanish, with advanced proficiency in spoken and written communication in both languages
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• World class interpersonal and communication skills, both written and spoken, including conflict resolution
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools

Offices: Nevada, United States

A Typical Day:

• Work closely with the core data engineering team, data services team, and other product engineering teams in the Community Support Platform, understanding their productivity and data authoring pain points, and build solutions to resolve them scalably and flexibly.
• Deeply understand the different logging and data processing frameworks and collaborate with data infrastructure teams and evolve how we integrate data flows between different frameworks and serving layers worlds, ML and non-ML, and allow systems to deal with data more effectively
• Own challenges end-to-end, proactively addressing gaps and acquiring new skills to resolve complex issues.
• Mentor and inspire your teammates in enabling code quality, operational excellence, and shared learning.
• Participate in all phases of software development from architecture/design through implementation, testing, and on-call.
• Develop, automate and standardize: logging, enriching, serving data for ML training, inference, benchmarking and monitoring (anomaly detection, safe deploys) to build the next generation of Generative AI products
• Enable data engineers and analytics engineers to author data products
• Design, build, and maintain robust and efficient data pipelines and APIs that collect, process, and serve data from various sources, including backend events logged as part of LLM flows, customer interactions across multiple channels, CS agents, LLM evaluations etc.

Your Expertise:

• 9+ years of industry experience at the intersection of platform data engineering and software engineering with BS, MS or PhD in CS or similar
• Proven ability to not only developing data processing pipelines, but design guardrails and abstractions that scale—reducing toil and raising confidence for all engineers
• Deep experience building distributed batch/streaming pipelines (e.g., Spark, Flink, Kafka) and working with distributed storage (e.g., HDFS, S3).
• Expertise with ETL orchestration tools (Airflow, Luigi, AWS Glue, etc.).
• Strong knowledge of data warehousing, relational databases (PostgreSQL, MySQL), and columnar stores (Redshift, BigQuery, ClickHouse, HBase).
• Comfort driving architectural discussions across services, repositories, and environments.
• Skilled in SQL and data processing (batch and streaming), with a track record of analyzing large datasets to uncover gaps and insights.
• Excellent collaboration and communication skills; able to influence technical direction across teams.

Offices: United States

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will primarily be responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Operate with little to no support from your leadership
• Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Ability to multitask and handle multiple issues at the same time with efficiency and speed
• Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
• May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

• 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

• Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Fluency in English and Spanish, spoken and written is required.

Offices: Nevada, United States