Engineering Manager, Community Support Platform - AI-Driven Customer Service Innovation
Join the Airbnb Team as an Engineering Manager, Community Support Platform
Be part of a dynamic team at Airbnb, driving innovation in customer service with cutting-edge technology! We're seeking an exceptional Engineering Manager to lead our Community Support Platform (CSP) team, focusing on AI-driven customer service products. As a remote eligible role, you'll have the flexibility to work from anywhere while being part of a global team that's revolutionizing the way we approach customer support.
The Community You Will Join
Airbnb has grown from a small startup in 2007 to a global platform with over 4 million Hosts and 1 billion guest arrivals. Our Community Support Platform (CSP) is a critical system that empowers our global network of Community Support ambassadors to deliver exceptional customer service efficiently. We're now harnessing AI to transform Airbnb's approach to customer service, and we need a talented Engineering Manager to lead this effort.
The Difference You Will Make
As an Engineering Manager, Community Support Platform, you'll lead a team of talented software engineers to create innovative user experiences for AI-driven customer service products. Your responsibilities will include:
Leading a full-stack team of web, mobile, and backend engineers to develop and implement AI-driven customer service products
Shaping the technical/product vision and building a strong engineering team to drive success
Working cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy
Leading the vision, technical direction, and execution of E2E Chatbot related products
Building a robust team by attracting top talent, mentoring individuals, and managing conflict
Nurturing a culture of engineering excellence
A Typical Day
As an Engineering Manager, Community Support Platform, your day will be filled with a mix of technical leadership, team management, and collaboration with cross-functional stakeholders. Some of your key activities will include:
Working with product managers to define product requirements and technical specifications
Leading design and implementation discussions with your engineering team
Collaborating with other engineering teams to ensure alignment and integration
Managing and mentoring engineers to help them grow in their careers
Communicating technical plans and progress to stakeholders
Your Expertise
We're looking for an exceptional Engineering Manager with:
5+ years of hands-on experience managing an engineering team and 10+ years of relevant software development industry experience in a fast-paced tech environment
Strong expertise in user-facing product development, ideally in CS/AI products
Excellent communication skills and the ability to work with various cross-functional stakeholders
Experience hiring, retaining, and growing senior engineers and leaders with a track record of building productive, world-class engineering teams
Passion for technical quality, efficiency, and operational excellence
Bachelor's and/or Master's/PhD degree, preferably in CS, or equivalent experience
Skills and Competencies Required for Success
To succeed in this role, you'll need:
Strong technical leadership and management skills
Excellent communication and collaboration skills
Ability to work in a fast-paced, dynamic environment
Strong problem-solving and analytical skills
Experience with AI-driven products and customer service platforms
Ability to build and manage high-performing teams
Career Growth Opportunities and Learning Benefits
At Airbnb, we're committed to helping our employees grow and develop in their careers. As an Engineering Manager, Community Support Platform, you'll have access to:
Professional development opportunities, including training and mentorship programs
Career growth opportunities, including promotions and new challenges
Collaborative and dynamic work environment
Recognition and rewards for outstanding performance
Work Environment and Company Culture Highlights
At Airbnb, we're proud of our company culture and work environment. Some highlights include:
Remote eligible role with flexible work arrangements
Collaborative and dynamic work environment
Diverse and inclusive workplace
Opportunities for professional growth and development
Recognition and rewards for outstanding performance
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
Base salary: $204,000 - $259,000 USD
Bonus and equity opportunities
Comprehensive benefits package
Employee Travel Credits
Our Commitment to Inclusion & Belonging
At Airbnb, we're 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 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: [email protected]. Please include your full name, the role you're applying for, and the accommodation necessary to assist you with the recruiting process.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team. If you're passionate about AI-driven customer service innovation and have the skills and experience we're looking for, we encourage you to apply.
Apply Now
Apply Now
Be part of a dynamic team at Airbnb, driving innovation in customer service with cutting-edge technology! We're seeking an exceptional Engineering Manager to lead our Community Support Platform (CSP) team, focusing on AI-driven customer service products. As a remote eligible role, you'll have the flexibility to work from anywhere while being part of a global team that's revolutionizing the way we approach customer support.
The Community You Will Join
Airbnb has grown from a small startup in 2007 to a global platform with over 4 million Hosts and 1 billion guest arrivals. Our Community Support Platform (CSP) is a critical system that empowers our global network of Community Support ambassadors to deliver exceptional customer service efficiently. We're now harnessing AI to transform Airbnb's approach to customer service, and we need a talented Engineering Manager to lead this effort.
The Difference You Will Make
As an Engineering Manager, Community Support Platform, you'll lead a team of talented software engineers to create innovative user experiences for AI-driven customer service products. Your responsibilities will include:
Leading a full-stack team of web, mobile, and backend engineers to develop and implement AI-driven customer service products
Shaping the technical/product vision and building a strong engineering team to drive success
Working cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy
Leading the vision, technical direction, and execution of E2E Chatbot related products
Building a robust team by attracting top talent, mentoring individuals, and managing conflict
Nurturing a culture of engineering excellence
A Typical Day
As an Engineering Manager, Community Support Platform, your day will be filled with a mix of technical leadership, team management, and collaboration with cross-functional stakeholders. Some of your key activities will include:
Working with product managers to define product requirements and technical specifications
Leading design and implementation discussions with your engineering team
Collaborating with other engineering teams to ensure alignment and integration
Managing and mentoring engineers to help them grow in their careers
Communicating technical plans and progress to stakeholders
Your Expertise
We're looking for an exceptional Engineering Manager with:
5+ years of hands-on experience managing an engineering team and 10+ years of relevant software development industry experience in a fast-paced tech environment
Strong expertise in user-facing product development, ideally in CS/AI products
Excellent communication skills and the ability to work with various cross-functional stakeholders
Experience hiring, retaining, and growing senior engineers and leaders with a track record of building productive, world-class engineering teams
Passion for technical quality, efficiency, and operational excellence
Bachelor's and/or Master's/PhD degree, preferably in CS, or equivalent experience
Skills and Competencies Required for Success
To succeed in this role, you'll need:
Strong technical leadership and management skills
Excellent communication and collaboration skills
Ability to work in a fast-paced, dynamic environment
Strong problem-solving and analytical skills
Experience with AI-driven products and customer service platforms
Ability to build and manage high-performing teams
Career Growth Opportunities and Learning Benefits
At Airbnb, we're committed to helping our employees grow and develop in their careers. As an Engineering Manager, Community Support Platform, you'll have access to:
Professional development opportunities, including training and mentorship programs
Career growth opportunities, including promotions and new challenges
Collaborative and dynamic work environment
Recognition and rewards for outstanding performance
Work Environment and Company Culture Highlights
At Airbnb, we're proud of our company culture and work environment. Some highlights include:
Remote eligible role with flexible work arrangements
Collaborative and dynamic work environment
Diverse and inclusive workplace
Opportunities for professional growth and development
Recognition and rewards for outstanding performance
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
Base salary: $204,000 - $259,000 USD
Bonus and equity opportunities
Comprehensive benefits package
Employee Travel Credits
Our Commitment to Inclusion & Belonging
At Airbnb, we're 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 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: [email protected]. Please include your full name, the role you're applying for, and the accommodation necessary to assist you with the recruiting process.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team. If you're passionate about AI-driven customer service innovation and have the skills and experience we're looking for, we encourage you to apply.
Apply Now
Apply Now