What is Automation Platform team at Airbnb

Providing world class customer service for our community of guests and hosts is a critical mission of Airbnb. This is an area of unprecedented scale and complexity. In no other domain the efficiency and reliability of servicing tech translates so directly into competitive advantage, brand loyalty and the fundamentals of the business.

The Automation Platform team under Airbnb Community Support Platform is critical for the goal of creating the best customer service experience for our users. The team is responsible for building and improving Airbnb conversational AI platform, which powers major customer service channels of Airbnb, enables fast development and iteration of conversational AI products for engineering and business teams, and unlocks the power of AI/ML to improve the intelligence of customer support products. 

Responsibilities

• Contribute to the design, implementation and improvement of the state-of-the-art conversational AI platform.
• Collaborate with different Airbnb infrastructure and platform teams to design and build scalable and reliable services. 
• Leverage advanced ML/NLP technology to improve the intelligence of various customer support products (such as chatbot, help center and phone call service).  
• Design and build cutting-edge automation solutions to improve the efficiency of ambassadors at Airbnb.
• Work with cross-functional teams (engineering, design, product and operation teams) to design and build end-to-end product solutions to improve customer experience. 

Requirements

• 5+ years industry experience
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
• Proficiency in one or more back-end server languages (Java/Ruby/Kotlin/C++)
• Experience in working with large-scale services or platforms. 
• Experience or desire to work collaboratively in cross-functional teams with design, product and operation partners
• Experience in ML/NLP is a plus
• Experience in frontend development is a plus