Principal, Customer Support, Strategic Finance

Details

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Role Summary

We are looking for a thoughtful, analytically rigorous, and strategically minded finance professional to partner with our Community Support Product and Experience team. This role sits at the intersection of finance, strategy, product and operations — evaluating the impact of what we build, shaping investments in the customer experience, and ensuring Community Support initiatives align with Airbnb's broader priorities. You will be a trusted advisor to Community Support leadership and a key cross-functional partner across CS Product, Engineering, Finance, and Operations.

Responsibilities

• Build and refine frameworks to measure ROI and cost-effectiveness of technology built or deployed within Customer Support, surfacing where investments are working and where spend should be reallocated.
• Develop financial and strategic analyses to evaluate support models, AI impact, and unit economics — sizing cost, retention, and contribution margin impact.
• Own and maintain Community Support (CS) Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking; monitor software usage, budget vs. actuals, and contract terms including MSAs to identify risks and opportunities.
• Own and continuously refine financial models for budgeting, monthly forecasting, long-range planning, and scenario analysis for the Community Support Product and Experience team.
• Provide financial analysis and deal support for negotiations with tech vendors to secure optimal pricing and contract terms.
• Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking.
• Monitor Customer Support industry trends and emerging technologies including AI in customer service to identify risks and opportunities proactively.

Requirements

• 10+ years of relevant experience in strategic finance, investment banking, management consulting, or a technically rigorous strategy role, ideally with exposure to customer support, technology-driven operations, or product organizations.
• Strong ownership, resilience under pressure, and the ability to prioritize and deliver in a fast-paced environment.
• Executive presence and exceptional communication skills; ability to translate operational concepts into clear financial insights and influence senior stakeholders.
• Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis; comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data.
• Track record of thriving in ambiguous environments and delivering actionable, business-impacting recommendations.
• Familiarity with SQL or willingness to learn; ability to extract, manipulate, and analyze large datasets and develop strategic narratives for executive audiences.

Preferred Qualifications

• Familiarity with data visualization software.
• Familiarity with program economics or tiered service models.
• Experience at a scaled marketplace, platform, or technology company with a global Customer Support operation.

Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a state where Airbnb, Inc. has a registered entity (some states are excluded).

Benefits & Compensation

• Base pay range: $168,000—$206,000 USD.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

Airbnb is committed to working with the broadest talent pool possible and provides a disability inclusive application and interview process. Reasonable accommodations for candidates with disabilities are available via [email protected].