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:
Our CKM team includes a team of Knowledge editors and writers across various regions. We manage 11 knowledge bases in Content Stack and work towards providing the best user experience to our agents and Airbnb users visiting the Help Center.
The Difference You Will Make:
Knowledge Editor will be responsible for maintaining the knowledge platforms, communications and information/process flows for our frontline specialist. You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agents facing content.
A Typical Day:
- Maintain, write, and review single-source-of-truth content (such as workflows and guideline documentation) for internal knowledge platforms
- Elaborate workflows to include structured process steps, including system and tool instructions
- Create reusable content and ensure work instructions meet content standards
- Distill complex concepts into clear, easy-to-understand communications and develop/execute communication strategies
- Triage and maintain content and workflow feedback across the organization
- Build and maintain strong relationships with CS Operations, Partners, Training, Quality, Business Process, and Planning teams
- Leverage data insights (where available) to identify content gaps, improve usability, and drive continuous content optimization
- Explore and apply AI-powered tools (e.g., content generation, summarization, search optimization) to enhance content quality and efficiency
Your Expertise:
- 5+ years of experience in technical writing or relevant experience
- Excellent writing, editing, and proofreading skills
- Work autonomously in a fast-paced environment
- Proven ability to think like a customer and understand agent behavior, in-depth knowledge of customer service and contact center operations
- Demonstrated capacity for critical thinking and analysis in complex projects
- Familiarity with project management methodologies, tools and phases of the project lifecycle
- Ability to engage and influence cross-functional consensus and collaboration
- BA/BS degree or equivalent practical experience
- Experienced working with shared service organizations such as Training, QA, PMO, OCM and Partner Management to drive performance
- Experience setting up Knowledge/KCS platforms with CMS applications (Drupal, Confluence, ContentStack, blogging tools, etc.) a plus
- Six-Sigma, PMP, ITIL, Prince2 Agile and SCRUM Master certification an advantage
- Innovation mindset, problem solving attitude
- Good to have:
- Exposure to data analysis (e.g., interpreting dashboards, basic SQL, or using analytics tools) to inform content decisions
- Familiarity with AI tools (e.g., generative AI, search optimization, workflow automation) and their application in content creation and knowledge management
- Experience using data or AI to improve content discoverability, quality, or operational efficiency
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.