Airbnb · 18 hours ago
Platform Lead - Agent Products, Community Support
United States
Full-time
Remote
Director/Executive
$224K/yr - $280K/yr
10+ years expAirbnb is a global platform that connects hosts and guests for unique stays and experiences. The Platform Lead for Agent Products will lead a team to develop next-generation support technology that enhances service for millions of users, leveraging emerging technologies to create a seamless customer support experience.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Define and execute the vision for Airbnb’s next-generation support platform, used by tens of thousands of Airbnb’s customer support agents—delivering robust, extensible systems that enable rapid innovation, scale globally, and empower frontline customer support agents teams to deliver exceptional service for our Guests and Hosts
Harness emerging technologies—such as AI, behavioral analytics, and predictive modeling—to empower agents and frontline teams, anticipate customer needs, and deliver seamless, personalized support at scale
Manage and develop a high-performing, globally distributed team of platform managers—cultivating a culture of innovation, inclusion, and growth
Guide key product initiatives from concept to launch, ensuring seamless integration across the support journey and measurable benefits for both users and the business
Forge strong partnerships with engineering, design, data science, product marketing, and operations to align vision, drive priorities, and ensure superior user experiences
Develop tools and capabilities that enable agents’ growth, support ongoing learning, and drive measurable improvements in service quality
Qualification
Required
10+ years of platform or product leadership in technology-driven environments, including 5+ years managing teams
Deep experience developing and launching extensible platform capabilities at scale
Demonstrated success leveraging emerging technologies (such as AI, behavioral analytics, and predictive modeling) in complex, global operations
Inspirational people leader, passionate about developing talent and fostering inclusive, high-performance teams
Proven ability to translate business needs into innovative, user-centric technology solutions
Exceptional communicator and influencer, skilled at working across functions and with executive stakeholders
Analytical, data-driven problem solver who thrives in fast-paced, matrixed organizations
Strong understanding of customer service operations, digital support tools, and continuous improvement best practices
Community-first, user-centric mindset with a relentless drive for excellence
Preferred
Experience in customer service, operations platforms, or SaaS environments is highly valued
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
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
2026-01-20
2026-01-17
Company data provided by crunchbase