Content Strategist

The Community You Will Join:

The Community Support (CS) Content and Knowledge Management (CKM) team is responsible for creating, consolidating, and maintaining clear and concise content for Airbnb’s Help Center and internal knowledge bases. As part of a global, multicultural team, you will collaborate with cross-functional partners, including chatbot developers, front-line support teams, product specialists, and policy experts, to ensure Airbnb’s customer support content is accurate, accessible, and effective.

The Difference You Will Make:

As a CKM Content Writer, you will craft high-quality, user-friendly content that enhances customer experiences across Airbnb’s support surfaces. You will translate complex information into clear, actionable guidance for both customers and internal teams, aligning with Airbnb’s brand tone and voice. Success in this role means delivering impactful content solutions that improve information accuracy, increase customer engagement, and contribute to Airbnb’s business goals through knowledge accessibility and content optimization.

A Typical Day: 

• Develop and maintain Help Center articles, chat scripts, question-answer pairs for LLMs, and internal knowledge base content.
• Analyze user behavior data and stakeholder feedback to identify and resolve knowledge gaps.
• Collaborate with cross-functional teams to ensure content aligns with customer needs, regulatory requirements, and product updates.
• Communicate updates and changes to internal teams and key partners across global markets.
• Lead initiatives to improve content accessibility and quality, incorporating best practices in UX writing, SEO, and structured content management.
• Provide guidance and training to junior content writers on standards, tools, and processes.

Your Expertise:

• Bachelor’s degree in Journalism, Communications, Marketing, English, or equivalent work experience.
• 3+ years of experience in technical writing, instructional content creation, or content strategy.
• Strong editing, proofreading, and writing skills, with experience adapting to brand tone and voice.
• Proficiency in content management systems (e.g., ContentStack, Drupal, Confluence) and familiarity with style guides such as the Chicago Manual of Style.
• Experience writing for customer support audiences, including chatbot scripts and policy guidance.
• Ability to work autonomously, manage multiple projects, and navigate ambiguity in a fast-paced environment.
• Applied knowledge of content and knowledge management methodologies (e.g., KCS, UX, SEO) is a plus.
• Experience working in a multicultural, multilingual organization is highly preferred.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.