Airbnb · 5 hours ago
Data Science, Algorithms - Customer Support
United States
Full-time
Remote
Entry, Mid Level
$148K/yr - $174K/yr
2+ years expAirbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. As a Data Scientist working on Algorithms in Customer Support, you will collaborate with engineers and product managers to build scalable systems that address customer needs through machine learning and AI techniques.
HospitalityTravelMarketplaceReal EstateAppsMobile AppsPropTechTravel Accommodations
Responsibilities
Build ML/LLM models to understand customer issues and identify the most important areas to prioritize for resolutions
Leverage generative AI methods to understand customer service experiences based on diverse datasets, and identify failure modes and opportunities for improvement
Implement advanced techniques to automate the evaluation of LLM, ensuring high efficiency and quality
Identify high-impact business opportunities through data exploration and prototyping, translating business problems into scientific formulations
Collaborate closely with cross-functional partners—including software engineers, product managers, operations, and analytics—to refine ML/LLM requirements, drive scientific decisions, and quantify business impact
Develop, productionize, and operate models and pipelines at scale for both batch and real-time use cases, structured and unstructured data
Build scalable performance measurement solutions for LLM evaluation using internal tooling, integrating industry best practices and state-of-the-art innovations
Use AI to automate repetitive data science workflows and enhance efficiency
Qualification
Required
2+ years of relevant industry experience (e.g. ML scientist, tech lead, junior faculty) and a Master's degree or PhD in relevant fields
Strong fluency in Python and SQL, experience with Tensorflow, PyTorch, Airflow and data warehouse
Deep understanding of machine learning lifecycle best practices (e.g. training/serving, feature engineering, feature/model selection, labeling, A/B test), algorithms (e.g. gradient boosted trees, neural networks/deep learning, optimization) and domains (e.g. natural language processing, personalization and recommendation)
Proficiency with LLMs and/or related AI, NLP. For example, BERT, GPT-2/3/4, LLaMA, Mistral
Proven ability to communicate clearly and effectively to audiences of varying technical levels, observation causal inference skill is a plus
Proven mix of strong intellectual curiosity with high level of pragmatism and engagement with the technical community
Ability to take a product-oriented mindset in using conceptual and innovative thinking to develop and apply solutions taking into consideration the user experience
Preferred
Publications or presentations in recognized journals/conferences is a plus
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
Silver Lake,Sixth StreetVERSO CapitalCapitalG,TCV
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
Business Standard India
2026-02-08
Latest News From Euronews | Euronews RSS
2026-02-06
2026-02-04
Company data provided by crunchbase