About the job
Founded in 2007, Airbnb revolutionized the travel industry when two hosts welcomed three guests into their San Francisco home. Today, we have expanded to over 5 million hosts who have collectively welcomed more than 2 billion guests in nearly every country worldwide. Every day, our hosts offer exceptional stays and experiences that foster genuine connections within communities.
Join Our Community:
As part of our Content Knowledge Management (CKM) team, you will collaborate with Knowledge Editors and Writers from various regions to manage 11 knowledge bases in Content Stack, enhancing the user experience for both agents and Airbnb users accessing our Help Center.
Your Impact:
The Knowledge Editor will oversee the maintenance of our knowledge platforms, facilitating effective communication and streamlined information and process flows for our frontline specialists. You will partner with Knowledge Program Managers and the Knowledge Management Regional Manager to gather requirements, define, document, and prepare content tailored for agents.
A Day in the Life:
- Craft, maintain, and review comprehensive single-source-of-truth content (e.g., workflows and guideline documentation) for internal knowledge platforms.
- Develop detailed workflows that incorporate structured process steps, including system and tool instructions.
- Create reusable content, ensuring compliance with content standards.
- Simplify complex concepts into clear, relatable communications and implement effective communication strategies.
- Organize and manage content and workflow feedback across the organization.
- Foster strong relationships with Customer Support Operations, Partners, Training, Quality, Business Process, and Planning teams.
- Utilize data insights (when available) to pinpoint content gaps, enhance usability, and drive ongoing content optimization.
- Investigate and implement AI tools (e.g., content generation, summarization, search optimization) to boost content quality and productivity.
