Director Airbnb Customer Support Jobs (NOW HIRING)

The Community You Will Join:

Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. 

The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search,  LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb. 

The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us.

The Difference You Will Make:

We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guest and and Host on Airbnb. 

You will build and leverage cutting edge AI technologies to transform Airbnb's customer service by delivering personalized, easy-to-use and proactive customer service experience. 

Many of the initiatives you'll tackle are in their early conceptual stages. You will have the opportunity to shape these ideas from inception to production, turning visionary concepts into impactful realities.

A Typical Day: 

• Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems
• Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products
• Learn and share the latest AI/ML technologies with the team.

Your Expertise:

• PhD/Master's degree, preferably in CS, or equivalent experience
• 9+ years of ML engineering experience, with ownership responsibility over large-scale software systems
• Background in the design and development of AI and ML systems and services, and a deep passion for building efficient and scalable ML-powered products
• Experience with LLM driven chatbot and Agentic AI products would be a big plus
• Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations

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.