Platform Lead, Agent Products, Community Support

Details

Airbnb Community Support (CS) Platform and Experience team builds the product and technology that enable an intelligent, scalable, and exceptional support experience for millions of guests and hosts worldwide. The Platform Lead for Agent Products will lead a team of platform managers to define and deliver extensible platform capabilities that empower frontline teams and enable personalized, proactive support at scale.

Responsibilities

• Define and execute the vision for Airbnb’s next-generation support platform, delivering robust, extensible systems that enable rapid innovation and global scale.
• Harness emerging technologies such as AI, behavioral analytics, and predictive modeling to empower agents, anticipate customer needs, and deliver seamless, personalized support.
• Manage and develop a high-performing, globally distributed team of platform managers; cultivate a culture of innovation, inclusion, and growth.
• Lead product initiatives from concept to launch, ensuring integration across the support journey and measurable benefits for users and the business.
• Partner closely with engineering, design, data science, product marketing, analytics, and operations to align vision and drive priorities.
• Develop tools and capabilities that support agent development, ongoing learning, and improvements in service quality.

Requirements

• 10+ years of platform or product leadership in technology-driven environments, including 5+ years managing teams.
• Deep experience developing and launching extensible platform capabilities at scale.
• Demonstrated success leveraging emerging technologies (AI, behavioral analytics, predictive modeling) in complex, global operations.
• Strong understanding of customer service operations, digital support tools, and continuous improvement best practices.
• Proven ability to translate business needs into innovative, user-centric technology solutions.
• Exceptional communication and stakeholder-influence skills; comfortable working across functions and with executive stakeholders.
• Analytical, data-driven problem solver who thrives in fast-paced, matrixed organizations.
• Experience in customer service, operations platforms, or SaaS environments is highly valued.

Location & Work Model

• 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 work at an Airbnb office or attendance at offsites, as agreed with the manager.

Benefits

• Base pay range: $224,000 — $280,000 USD (actual base pay depends on factors such as experience, skills, and market). The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

• Airbnb is committed to inclusion and belonging and encourages applicants from diverse backgrounds. Reasonable accommodations for candidates with disabilities are available via [email protected].