Lead Content Writer, AI

The Community You Will Join: 

Community Support Content and Knowledge Management (CKM) Lead Content Writers are responsible for creating, consolidating, and maintaining clear and concise content for Airbnb’s Help Center and the internal knowledge bases utilized by customer service agents. CKM Lead Content Writers regularly oversee and coordinate CKM efforts, counting those of other writers, and serve as team point people for CS strategic priorities companywide to ensure delivery against expected timelines and standards. 

The ideal candidate will have excellent writing, editing, and proofreading skills and at least seven years of experience in multifaceted technical and/or instructional content writing and data-driven content optimization. They should also have experience of creating, maintaining and optimizing content for retrieval by Large Language Models (LLMs).  Additionally, they should be familiar with content style standards such as the Chicago Manual of Style, be comfortable adhering to brand tones and voices, and have experience with authoring tools such as ContentStack or an alike CMS.

The Difference You Will Make:

In this role, the CKM Lead Content Writer will collaborate with cross-functional teams, including those working with front-line support staff. They will gather, analyze, and synthesize product documentation, design artifacts, stakeholder recommendations, explicit end-user feedback, and content metrics to proactively resolve knowledge and retrieval needs. They must be able  to navigate ambiguity but still stay on track toward meeting deadlines while managing complex content and knowledge management tasks. They will be responsible for developing and publishing how-to articles and snippets primarily, but also potentially landing pages, question-answer pairs for LLMs, regulatory guidance, Community Support standard responses, and call-scripts, among other content types. Additionally, they will evaluate and communicate the impact of their writing and strategies on business goals and customer engagement, and lead initiatives to improve the accessibility, completeness and quality of content.

The CKM Lead Content Writer will have the opportunity to work remotely in a multicultural, multilingual, and global organization. The position requires excellent organizational and time-management skills, with the ability to operate autonomously and collaborate with large and diverse stakeholder groups. Applied CKM methodologies and certifications such as KCS, UX, and SEO/GEO are beneficial. Overall, this position offers a unique opportunity to work in a fast-paced environment, make an impact on customer engagement and business goals, and contribute to the success of Airbnb.

A Typical Day: 

• Translate information into clear, easy to understand content across internal knowledge bases and community-facing surfaces (Help Center, chatbots, etc.) in line with Airbnb's tone and voice standards
• Work with program and product managers, engineers, analysts, data scientists, researchers, and subject matter experts to measure content effectiveness, identify improvements, and propose and deliver plans to increase content quality and effectiveness (LLM retrieval, helpfulness, SEO, workflow utilization, etc.)
• Influence Airbnb's tone and voice standards, with Airbnb's wider standards in mind
• Serve as a power user for authoring tools 
• Optimize internal CKM processes and standards
• Shape and deliver CKM training programs 
• Lead content quality programs by establishing key objectives and scorecards
• Manage proactive improvement initiatives utilizing insights gathered from self-serve dashboards, ad hoc reports, and end-user feedback
• Develop cross-functional relationships, providing direction and oversight, making decisions, and educating others on support content dos and don’ts
• Clearly convey the story behind and impact of content work, demonstrating how it supports user experience and business goals to leadership and key stakeholders

Your Expertise:

• BA/BS in Instructional Design, Information Architecture, Journalism, Marketing, Communications, English, related fields, or equivalent working experience preferred
• 7+ years of experience in multifaceted technical and instructional content writing, data-driven content strategy or relevant experience
• Excellent writing, editing, and proofreading skills
• Experience creating, maintaining and optimizing content for retrieval by LLMs for the purpose of AI-generated content (e.g. chatbots, assistants)
• Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment
• Highly versed in adopting, developing, and socializing content style standards (ex: Chicago Manual of Style), information management strategies, and taxonomies
• Proven track record of working with various authoring systems (Drupal, Confluence, ContentStack etc.), setting up or administrating authoring tools, and applying SEO/GEO best practices
• In-depth knowledge of customer service and/or hospitality, with strong experience writing for audiences in search of support or instruction
• Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams
• Demonstrated organizational and time-management skills with the ability to assess effort, plan ahead, deliver to agreed timelines, and evaluate success
• Highly independent, comfortable working autonomously and through ambiguity, and proactively seeks out leadership support to remove blockages 
• Ability to incorporate data-driven and insight-fueled interventions into content plans

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.