Content Strategist

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 Community Support (CS) Content and Knowledge Management (CKM) team is responsible for creating, consolidating, and maintaining clear and concise content for Airbnb's Help Center and internal knowledge bases. As part of a global, multicultural team, you will collaborate with cross-functional partners, including chatbot developers, front-line support teams, product specialists, and policy experts, to ensure Airbnb's customer support content is accurate, accessible, and effective. The Difference You Will Make: As a CKM Content Writer, you will craft high-quality, user-friendly content that enhances customer experiences across Airbnb's support surfaces. You will translate complex information into clear, actionable guidance for both customers and internal teams, aligning with Airbnb's brand tone and voice. Success in this role means delivering impactful content solutions that improve information accuracy, increase customer engagement, and contribute to Airbnb's business goals through knowledge accessibility and content optimization. A Typical Day: Develop and maintain Help Center articles, chat scripts, question-answer pairs for LLMs, and internal knowledge base content. Analyze user behavior data and stakeholder feedback to identify and resolve knowledge gaps. Collaborate with cross-functional teams to ensure content aligns with customer needs, regulatory requirements, and product updates. Communicate updates and changes to internal teams and key partners across global markets. Lead initiatives to improve content accessibility and quality, incorporating best practices in UX writing, SEO, and structured content management. Provide guidance and training to junior content writers on standards, tools, and processes.

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.