Lead Content Writer, AI

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: 

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 releva