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 more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.
Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:
- Our community is based on connection and belonging.
- Our creativity allows us to imagine new possibilities for people.
- Our responsibility is to all of our stakeholders.
- It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.
Job Overview:
As a Community Support Platform (CSP) Content & Knowledge Writer you will be responsible for creating, reviewing and updating content for our internal and external knowledge platforms. You will review, triage and respond to feedback on our content and update it.
You will work closely with our team members and cross-functional partners to define, document and prepare content used across Community Support Platforms that includes host and guest facing articles and internal agent facing workflows.
Responsibilities:
You are responsible for translating information into clear, easy to understand content across internal knowledge bases and community-facing surfaces.
You work cross-functionally and collaboratively with change management and other stakeholders to deliver complex content and knowledge management assignments, including the creation and publication of Help Center content, front-line workflows, product information, etc.
You triage feedback received from our front-line support staff or cross-functional partners and resolve knowledge gaps to improve information accuracy.
Content types you maintain are continuously evolving and can include FAQs, Community Support standard responses, call-scripts, short and long-form Help Center articles, how-to's and tool manuals.
You create content in line with Airbnb's tone/voice standards and our operating processes (content lifecycle).
You partner with team members to deliver complex content & knowledge management tasks and may be responsible for reviewing the work of junior members of the team.
You communicate and notify front-line support staff and your cross-functional partners about the changes you have applied to our knowledge bases and Help Center.
Qualification & skills:
BA/BS in Journalism, Marketing, Communications, English or equivalent working experience 2+ years of experience in multi-faceted technical and instructional content writing or relevant experience
Excellent writing, editing, and proofreading skills Familiar with and has used style/content standards such as Chicago Manual of Style
Experience working with C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.) In-depth knowledge of customer service and contact center operations, demonstrable experience writing for customer support audiences
Proven ability to work in a multicultural, multilingual and global organization; you've worked in global teams before
Demonstrable organizational and time-management skills; ability to measure effort, plan ahead and deliver to agreed timelines
Attention to detail and driven by delivering impeccable quality
Ability to work autonomously; problem solver who seeks to be given the opportunity to solve problems independently
Resourceful, adaptable and comfortable with ambiguity; proven experience working in a fast-paced environment
Applied Content & Knowledge Management methodologies; Content/Knowledge Management certifications (KCS, UX, SEO) beneficial Experience with/applying SEO best practices beneficial
Experience with being a part of larger, cross-functional projects and being responsible delivering tasks to agreed standards and timelines beneficial
Excellent communication and interpersonal skills
Belonging & Accommodations:
Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.
Pay Rate Range: $35-$40/hr
Benefits: Medical, Dental, Vision, 401K
