Content Strategist Job Opening at Airbnb
Company Overview
Airbnb started in 2007 when two hosts welcomed three guests into their San Francisco home. Today, the platform has grown into a global community with over 5 million hosts and 2 billion guest arrivals across almost every country in the world. Airbnb enables people to find unique stays and experiences, connecting them with communities in authentic ways.
Role Overview
Are you passionate about crafting clear, engaging, and accessible content? Do you thrive in a dynamic environment where collaboration is key? If so, Airbnb invites you to join the Community Support (CS) Content and Knowledge Management (CKM) team as a Content Strategist. This role is a unique opportunity to shape the way customers interact with Airbnb’s platform and services through high-quality, impactful content.
As a Content Strategist, you will be responsible for creating and managing Airbnb’s Help Center content, chatbot scripts, internal knowledge bases, and question-answer pairs for large language models (LLMs). Your work will directly improve customer experiences, ensuring that both users and internal support teams can easily access accurate and helpful information.
What You’ll Do
Content Development and Strategy
- Craft user-friendly, high-quality content for Airbnb’s Help Center, chatbot interactions, internal knowledge base, and AI-powered customer support solutions.
- Analyze user behavior data and feedback to identify content gaps and optimize existing materials.
- Collaborate with cross-functional teams, including customer support, product teams, chatbot developers, and policy experts, to align content with business needs.
- Maintain and evolve Airbnb’s brand voice and tone across support content to ensure a seamless and consistent user experience.
User-Centered Content Optimization
- Utilize SEO, UX writing principles, and structured content management best practices to enhance content discoverability and usability.
- Implement strategies to increase user engagement and content effectiveness.
- Develop clear, concise, and informative chatbot scripts to improve AI-driven customer support interactions.
- Provide training and guidance to junior content strategists and writers to ensure consistency and quality across all content platforms.
Data-Driven Decision Making
- Use analytics tools to measure the impact of content and make data-driven recommendations for improvements.
- Conduct A/B testing to evaluate content performance and identify areas for enhancement.
- Translate complex policies and product features into easy-to-understand content tailored for Airbnb hosts, guests, and support agents.
What We’re Looking For
Essential Qualifications
- Bachelor’s degree in Journalism, Communications, Marketing, English, or equivalent work experience.
- 3+ years of experience in technical writing, content strategy, or customer support content development.
- Exceptional writing, editing, and proofreading skills with the ability to adapt to Airbnb’s brand voice and tone.
- Hands-on experience with content management systems (CMS) such as ContentStack, Drupal, or Confluence.
- Familiarity with writing for customer support audiences, chatbot interactions, and policy guidelines.
- Ability to work independently while managing multiple projects in a fast-paced, evolving environment.
- Strong communication skills, both written and verbal, with experience in cross-functional collaboration.
Preferred Qualifications
- Working knowledge of SQL, Python, R, Stata, or other analytical tools is a plus.
- Experience in knowledge management methodologies, such as Knowledge-Centered Service (KCS).
- Prior experience working in a multicultural, multilingual organization.
- SEO expertise to optimize content for organic search visibility.
- Experience in developing structured, modular content that can be easily updated and repurposed.
Why Join Airbnb?
At Airbnb, we believe in fostering innovation, inclusivity, and a sense of belonging. As a Content Strategist, you will be part of a mission-driven company that values creativity, collaboration, and making a tangible impact on global travel experiences. Here’s what you can expect:
Work Environment & Benefits
- Remote-eligible position (must reside in an eligible state in the U.S.).
- Competitive salary range: $95,000 – $112,000 USD.
- Bonus, equity, and Employee Travel Credits.
- Comprehensive benefits package, including health insurance, wellness programs, and retirement plans.
- A dynamic, fast-paced work culture that encourages professional growth and learning.
Airbnb’s Commitment to Diversity & Inclusion
At Airbnb, we celebrate the diversity of our global community. We are committed to fostering an inclusive workplace and encourage individuals from all backgrounds to apply. We also provide reasonable accommodations for candidates with disabilities. If you require assistance during the application process, please contact reasonableaccommodations@airbnb.com.
How to Apply
Ready to take your career to the next level? Join Airbnb as a Content Strategist and be part of a team that is shaping the future of customer support through exceptional content. Apply now and help us make travel experiences even more seamless and accessible for millions of users worldwide!
👉 Apply Now
