Airbnb · 3 months ago
Lead Knowledge Strategist (contract)
United States
Contract
Remote
Senior Level, Lead/Staff
$56/hr - $71/hr
7+ years expAirbnb is a leading company in the hospitality industry, known for its unique stays and activities offered by Hosts worldwide. As a Community Support Lead Knowledge Strategist, you will maintain knowledge platforms and ensure that customer service ambassadors have access to accurate and current information. You will collaborate with cross-functional partners to enhance content quality and effectiveness while leading initiatives that improve internal processes.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
You are responsible for translating information into clear, easy to understand content across internal knowledge bases in line with Airbnb's tone and voice standards
Content types you create and maintain include internal solution articles, Community Support standard responses, and call scripts
You independently manage and oversee complex content and knowledge management tasks and Lead (high-impact) initiatives that improve the accessibility and quality of our content often involving other content writers, and together deliver to expected timelines and standards
You own overall team performance against certain content KPIs, including tracking and communicating progress and/or improvement opportunities
You work with our program & product managers and engineering to design, set up and deliver new content and knowledge services, incl. the setup of content and knowledge repositories, such as bespoke knowledge bases or new content types
You work with program & product managers, data analytics and engineering to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality & effectiveness (SEO, workflow utilization, etc)
You influence Airbnb's tone/voice standards, and shape CKMPO's tone/voice standards with Airbnb's standards in mind
You are responsible for optimizing our internal CKMPO processes, standards, training, and tooling
Qualification
Required
Excellent writing, editing, and proofreading skills
Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment
7+ years of experience in multi faceted technical and instructional content writing/content strategy
Highly versed in the adopting, developing and rolling out of content style standards (e.x. Chicago Manual of Style) and information management strategies/taxonomies
Well versed working with various C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.) and experiencing setting up/administrating C/KM systems
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
Strong project management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas
Experience mentoring team members, distributing work and assuring its delivery, and sharing success amongst a global team
BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience
Benefits
Medical
Dental
Vision
401K
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-17
valorinternational
2026-01-17
Company data provided by crunchbase