Lead Content Writer, AI

Details

Airbnb's Community Support Content and Knowledge Management (CKM) team is seeking a Lead Content Writer focused on AI. The role centers on creating, consolidating, and maintaining clear and concise content for Airbnb’s Help Center and internal knowledge bases used by customer service agents. The Lead Content Writer regularly oversees and coordinates CKM efforts (including work by other writers) and serves as a team point person for customer support strategic priorities companywide to ensure delivery against timelines and standards.

Responsibilities

• Create, maintain, and publish how-to articles, snippets, landing pages, question–answer pairs for LLMs, regulatory guidance, Community Support standard responses, call scripts, and other content types.
• Collaborate with cross-functional teams (product managers, engineers, analysts, data scientists, researchers, and subject matter experts) to measure content effectiveness and identify improvements (LLM retrieval, helpfulness, SEO, workflow utilization, etc.).
• Gather, analyze, and synthesize product documentation, design artifacts, stakeholder recommendations, end-user feedback, and content metrics to resolve knowledge and retrieval needs.
• Serve as a power user of authoring tools and help optimize internal CKM processes, standards, and tooling (authoring system administration and best practices).
• Lead content quality programs by establishing objectives and scorecards; manage proactive improvement initiatives using dashboards, reports, and user feedback.
• Shape and deliver CKM training programs and influence Airbnb's tone and voice standards while adhering to wider brand guidelines.
• Communicate the impact of content work to leadership and stakeholders and educate others on support content best practices.

Requirements

• BA/BS in Instructional Design, Information Architecture, Journalism, Marketing, Communications, English, related fields, or equivalent experience preferred.
• 7+ years of experience in multifaceted technical and/or instructional content writing, data-driven content strategy, or relevant experience.
• Excellent writing, editing, and proofreading skills; experienced with content style standards (e.g., Chicago Manual of Style) and brand tone/voice.
• Experience creating, maintaining, and optimizing content for retrieval by LLMs and for AI-generated content (chatbots, assistants).
• Practical experience with authoring systems such as ContentStack, Drupal, Confluence, or similar, including administering or setting up authoring tools.
• Familiarity with SEO/GEO best practices and information management strategies, taxonomies, and content optimization for search and retrieval.
• Knowledge of customer service and/or hospitality and experience writing for audiences seeking support or instruction.
• Comfortable working autonomously in a fast-paced environment and navigating ambiguity; strong organizational and time-management skills.
• Ability to incorporate data-driven interventions into content plans and evaluate their impact.
• Applied CKM methodologies and certifications such as KCS, UX, and SEO/GEO are beneficial (preferred, not mandatory).

Location & Office Policy

• This position is US - Remote Eligible. Candidates must live in a U.S. state where Airbnb, Inc. has a registered entity. The role may include occasional on-site work at an Airbnb office or attendance at offsites, as agreed with the manager.

Compensation & Benefits

• Base pay range: $129,000—$152,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. The actual base pay depends on factors such as experience, skills, and market demands.

Inclusion & Accessibility

• Airbnb is committed to inclusion and belonging and encourages all qualified individuals to apply. Reasonable accommodations for candidates with disabilities are available during the application and interview process ([email protected]).