Staff Software Engineer, Community Support Platform
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About The Position
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. The Community Support Platform (CSP) team builds world-class tools for our team of Community Support ambassadors around the world, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year. Airbnb has a huge global operational staff that must scale with our user base. Our job is as challenging as it is exciting: we own the entire tech stack responsible for their success. Some example projects we have shipped include Resolution Center experiences that allow hosts and guests to resolve issues among themselves before involving Airbnb, agent tools that allow agents to understand and solve the issues customers can’t resolve with themselves, a backend development platform that enables instant creation of resolution experiences, and integrations with AI systems to guide customers and agents through the resolution experiences.
