Staff Software Engineer, CSP - Contact Solutions
San Francisco, United States or
Seattle, United States
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 is Community Support Platform?
The Community Support Platform (CSP) team ensures that our community (guests and hosts) can get help when they need it. For situations where users can solve problems on their own, we try to arm them with all the relevant information and tools. For situations that require assistance from our support agents (“ambassadors”), we try to route them to the right agent for the given problem, and to empower that agent to solve the issue quickly. When something goes wrong, a fast and fair resolution can determine whether you’ll choose to book with Airbnb again. Being efficient here is not only good for customers, it helps to make our business profitable.
What is the Contact Solutions team?
The Contact Solutions team owns the various contact channels/paths our customers use to reach out to Airbnb for support. This includes our chatbots and the phone channel (IVR).
What is this role?
This role is responsible for our chatbot products.
Today we have two chatbots: one in Airbnb’s own messaging platform, and one in Facebook Messenger. Going forward, we plan to enhance the existing bots and launch bots on other platforms like Google Business Messaging, Apple Business Chat, and WeChat.
The role involves leading several engineers on the immediate team in building these bots and tuning workflows. We run a lot of A/B experiments and we focus on metrics that track “self solve” (or conversely volume-of-tickets) and customer effort.
The role involves collaboration with various other teams. This includes Airbnb’s Messaging Platform team. It also includes CSP’s Automation Platform team, which builds the underlying infrastructure used for workflows and ML. Our team contributes to those platforms as needed for our product goals.
This is a full stack role. It focuses on the frontend/product, but it requires a solid understanding of and occasionally contributions to backend services. Our stack is primarily Java for the backend, Node / TS / React for web, Swift for iOS, Java for Android.
This team is based in Seattle so eventually you’ll need to be located there. With the current COVID situation, Airbnb declared that employees can work from at least through August 2022. Until then your location is flexible, though you’ll still need to work west coast hours.
- 10+ years of relevant engineering work experience
- Experience working with high-scale web or mobile applications.
- Worked successfully with cross-functional partners such as Product Managers, Data Scientists, Designers, and Content Writers in setting strategy and executing on it.
- Language: English (Written & Verbal), Mandarin (Verbal)