Data Scientist, Operations Research/Customer Support (ML/Algo)

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: Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. Customer Support (CS) aims to build the world's most loyal travel community through exceptional service. Personalizing our CS offerings will allow us to meet our customers when and how they need us most. As a Data Scientist working on Algorithms in CS, you will have the opportunity to collaborate with a strong team of engineers, product managers, designers and operation agents to build scalable and robust systems to match our services to specific customer needs. You will be able to create meaningful impact through deep scientific understanding and by designing interventions for Airbnb CS's most critical challenges. The Difference You Will Make: For this role, we're seeking a candidate with NLP/LLM proficiency to join the Customer Support Data Science team. You will work closely with the tech lead for this area on significant components of larger projects and have a direct opportunity to contribute and influence in the CS x AI space by designing scalable scientific solutions for problems like: Understanding and improving the performance of our AI Agent. Scaling the high-quality synthetic datasets curation across various CS domains for training and evaluating LLM. Implementing advanced methods to automate the LLM evaluation process with high efficiency and quality. Generating most helpful self-solve contents in line with Airbnb policy leveraging generative AI to automate low-complexity issues. A Typical Day: Identify high impact business opportunities through data exploration and model prototype, translate business problems into scientific formulations. Work collaboratively with cross functional partners including software engineers, product managers, operations and research, to refine requirements for LLMs, drive scientific decisions, and quantify impact. Hands-on develop, productionize, and operate machine learning models and pipelines at scale, including both batch and real-time use cases, structured and unstructured data. Build scalable performance measurement solutions for LLMs evaluation with internal paved path tooling, incorporating industry best practice and state-of-the-art innovations.

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.