Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

What you’ll do 

  • Maintain, write and review single-source-of-truth content (such as workflows and guideline documentation) for the internal knowledge platforms 
  • Elaborate workflows to include structured process steps; including systems and tools instructions 
  • Create FAQs, macros, ensure work instructions meet content standards. Facilitate content translation into supported languages (if needed) 
  • Distill complex concepts into clear, easy to understand communications and develop/execute communication strategies 
  • Triage and maintain content and workflow feedback across the organization 
  • Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams 
  • Provide periodic updates to the Knowledge Management Regional Manager on key deliverables 

What you need to succeed 

  • A minimum of 3+ years of overall experience 
  • BA/BS degree or equivalent practical experience 
  • In-depth knowledge of customer service and contact center operations 
  • Experienced working with shared service organizations such as Training, QA, PMO, OCM, Partner Management to drive performance 
  • Familiarity with Knowledge/KCS platforms with CMS applications (Drupal, Confluence, Zendesk, blogging tools, etc.) a plus 
  • Excellent communication and interpersonal skills 
  • Demonstrated organizational and time-management skills to assess and prioritize tasks 
  • Work autonomously in a fast-paced environment 
  • Resourceful, detail oriented and comfortable with ambiguity 
  • Proven ability to think like a customer and understand agent behavior 
  • Ability to engage and influence cross-functional consensus and collaboration 
  • Proven ability to work in a multicultural, multilingual global organisation