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Airbnb Customer-Supporting Roles

Deliver Exceptional Service. Inspire Our Community. Grow Your Career with Airbnb.

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At Airbnb, our community-supporting teams are the unsung heroes who step in during the moments that matter most. They are dedicated to ensuring that both guests and hosts have exceptional experiences, even when things don't go as planned. These teams are dedicated to providing 24/7, multichannel, multilingual support to our community across 191 countries, backed by world-class tools, an inclusive culture, and meaningful growth opportunities.

These individuals possess a unique blend of deep empathy, sound judgment, and resilience, enabling them to tackle complex problems under pressure. When unexpected situations arise, our support teams are there to save the day—ensuring that guests feel valued and supported, while helping hosts maintain their commitment to our platform.

Ultimately, our goal is to foster a community where great service leads to guest retention and encourages hosts to thrive exclusively on Airbnb. By joining our team, you will play a vital role in shaping these experiences and making a lasting impact in the lives of our community members.

What to expect

Training

During our training you will build on your existing experience and skills— in essential areas like hospitality, communication, critical thinking, and policy —through a mix of guided learning, self-study, and hands-on experience. You’ll also learn all the workflows and tools needed for your role.

system volunteer

Benefits

We offer a comprehensive benefits package designed to support you. Benefits vary by country and may include health and dental insurance, retirement plans, Airbnb travel credits, education support, live and work anywhere allowances, paid time off and volunteer hours, and more. 

Career Growth

Our employees learn and develop new skills every day through real-world experiences and problem-solving in their roles. We believe in internal mobility and are committed to helping build meaningful, long-term careers.

Hear from our team members:

“What I like most about my role is the opportunity to be at the forefront of innovation and contribute directly to the product development process. It’s rewarding to collaborate with cross-functional teams and see how my insights can drive improvements and lead to successful outcomes.”

Oly L.

Community Support Labs Specialist, Korea
“I love the diversity of support that we offer. Each case differs from the next. I have the freedom to be myself with the users, building rapport, finding creative solutions to their concerns and restoring their faith in the brand and their joy and excitement about their trip.”

Sharon M.

Specialist, Premium Support, Ireland
“I love that my role sits at the intersection of strategy, creativity, and impact. Every day brings a new challenge, and I get to collaborate with smart, driven people to solve problems that matter. Whether it’s leading initiatives, refining processes, or bringing ideas to life, I get to do work that not only grows the business—but grows me, too. It’s fast-paced, fulfilling, and I genuinely look forward to it every day.”

Amrutesh G.

Community Support Labs Specialist, India
“I’m really excited to see how our team grows over the next couple of years, not just in size but also in impact. I think we’ve got a great foundation, and it’s going to be rewarding to build on that with new ideas, better tools, and smarter ways to support both guests and hosts.”

Tiffany M.

Specialist, Premium Support, Canada
“This is the best place to leverage what you've learned to influence and provide feedback to a whole bunch of teams who are innovating our service and you are an important part in it.”

Hemeng Z.

Community Support Labs Supervisor, China

Frequently Asked Questions

Your schedule may include work on weekends,  public holidays, as well as early morning / evening shifts. Work schedules may be subject to change to ensure we provide exceptional support to our community.

During our training you will build essential skills—on topics like hospitality, communication, critical thinking, and policy—through a mix of guided learning, self-study, and hands-on experience. You’ll also learn all the workflows and tools needed for your role.

Through a mix of guided learning (online and/or in person), self-study, and real-world applied learning, this training can span between 5 and 10 weeks, depending on your role.

Airbnb’s training programs foster adaptability and excellence, equipping team members to navigate complex scenarios and uphold the trust and integrity of our global community. Whether your role is focused on supporting guests through critical on-trip challenges, enforcing policy compliance, or mitigating risks to community safety, these programs provide the tools and skills necessary to contribute to a welcoming and secure environment for all.

We’re looking for individuals who are passionate about delivering outstanding service.  Ideal candidates are empathetic, professional, and strong communicators—dedicated to supporting our hosts and guests with care and confidence. Depending on the role for which you’re applying, you may need experience in customer support or call center environments.

Yes, we offer a comprehensive benefits package designed to support your well-being and work-life balance. Benefits vary by country and may include:

  • Health and dental insurance
  • Retirement plans
  • Airbnb travel credits
  • Education support
  • Lifestyle allowance
  • Paid time off and volunteer hours

Learn more about our benefits and culture: careers.airbnb.com/life-at-airbnb

Getting started is easy—just visit our Careers page and submit your most up-to-date resume or CV directly to the role.

After reviewing your application, a recruiter will reach out to schedule a virtual interview if your experience aligns with the role. You’ll have a chance to share more about your experience and learn about the team. Successful candidates will meet with the hiring team. As permitted by local law, an offer of employment is considered conditional until successful completion of a background check. For bilingual roles, a language fluency assessment may also be required.

  • Community Support: A team who are here to help our guests and hosts with their questions and issues.
  • Fraud & Safety Operations: A team dedicated to providing comprehensive fraud prevention and safety measures across the Airbnb community.
  • AirCover & Insurance Operations: A team that guides and assists hosts and guests through the claims process when issues arise, helping them receive the eligible protection and coverage offered by AirCover.
  • Payments Operations: This team plays a critical role in managing and executing complex and essential payment-related operations to ensure compliance, security, and customer experience excellence.
  • Supply:  This team enables growth of high quality supply for existing and new businesses at Airbnb. It provides services like Lead Generation, Vetting and Approvals, Merchandising, and Engagement to help grow and strengthen our Host Networks.

Ready to join our team?