Knowledge Strategist

The Community You Will Join:

The Content & Knowledge management team enhances the effectiveness, efficiency, and impact of our Community Support ambassadors by optimizing knowledge management processes and resources. We collaborate closely with various teams to ensure that ambassadors have access to the most current and accurate information. The Knowledge Strategist role is pivotal in shaping how we deliver and manage content, working on large-scale projects that involve curating and streamlining information for our ambassadors. Our team thrives in dynamic environments, managing multiple stakeholders and meeting tight deadlines, with a strong commitment to clarity and accuracy in all communications.

The Difference You Will Make:

As a Community Support Knowledge Strategist, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our Community Support ambassadors. You will work on large projects, often involving multiple Knowledge Editors, to ensure the ambassadors have accurate, easy-to-understand and accessible information. You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agent facing content.

A Typical Day: 

• You are responsible for translating information into clear, easy to understand content across internal knowledge bases and community-facing surfaces (Help Center, Chat bots, etc.) in line with Airbnb's tone and voice standards

• Content types you maintain include FAQs, Community Support standard responses, call-scripts, short and long-form Help Center articles, how-to's and tool manuals.

• You analyze dashboard data/trends and feedback received from our front-line support staff, other users, and cross-functional partners to proactively resolve knowledge gaps 

• Supported by leadership, you manage and oversee complex content and knowledge management tasks and lead initiatives that improve the accessibility and quality of our content.

• You represent CKMPO in cross-functional settings with expertise on existing writing and content management practices, and an understanding of where custom solutions are needed, to navigate conversations pertaining to goals/outputs, timeline commitments and communicate risks, dependencies with leadership

• You project manage and write for complex initiatives, often involving other content writers, and together deliver to expected timelines and standards.

• You influence Airbnb's tone/voice standards, and shape CKMPO's tone/voice standards with Airbnb's standards in mind

• You mentor other members of the team in your areas of expertise and optimizing the team’s ways of working

• You partner with colleagues from other Community Support teams such as Engineering, Product, and Taxonomy to deliver creative knowledge solutions that enhance the user and/or ambassador experiences

Your Expertise:

• BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience

• Excellent writing, editing, and proofreading skills

• Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment

• 5+ years of experience in multi faceted technical and instructional content writing, content strategy, or relevant experience

• Expert in adopting and optimizing style standards, such as Chicago Manual of Style

• Experience working with C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.), experience with setting up and administering C/KMS systems beneficial

• In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences

• Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams.

• Excellent ability to work with autonomy, demonstrating organizational and time-management skills, deliver to agreed timelines, and highlight risk;

• Experience with project management methodologies, tools and phases of the project lifecycle; strong task manager who can identify level of effort, document requirements, and develop delivery strategies; comfortable working with senior-level leadership and proven ability to influence, and negotiating consensus.

• Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas.

• Recognized content/knowledge management subject matter expert; experience setting up content/knowledge management services

• Experience working with AI/LLM

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 Payments, Inc. (a subsidiary of Airbnb, Inc.) is a registered entity. Approved remote states include: Alabama, California, Florida, Georgia, Illinois, Minnesota, Mississippi, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, and Washington. This list is continuously evolving, so please check back with us if the state you live in is excluded. 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.