Job Summary

Airbnb is one of the world’s largest marketplaces for unique, authentic places to stay and things to do, offering over 7 million accommodations and 40,000 handcrafted activities, all powered by local hosts. An economic empowerment engine, Airbnb has helped millions of hospitality entrepreneurs monetize their spaces and their passions while keeping the financial benefits of tourism in their own communities. With more than half a billion guest arrivals to date, and accessible in 62 languages across 191 countries and regions, Airbnb promotes people-to-people connection, community and trust around the world.

About Airbnb China

As an independent business unit, China is one of the major engines behind Airbnb's global growth. The company has increased its investment in China and experienced rapid growth since officially entering the market at the end of 2015. Airbnb continues to  focus on product localization and innovation to better serve local users and enhance the user experience, nurture a trusting local community, and engage Chinese Millennial travelers with inspiring brand moments. As one of the leaders in the home sharing industry, Airbnb works with partners across many fields to actively promote the sustainable development of this emerging industry and achieve win-win results for everyone. Airbnb will continue to build an efficient local team, bringing the end-to-end, authentic travel experience to Chinese travelers, and creating a world where "anyone can belong anywhere".

Our Community Support Team is growing and we want you to be part of it!

As a Community Support (CS) Knowledge Editor, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our frontline specialist.

You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agent facing content.

Responsibilities

• (40%) Maintain, write and review single-source-of-truth content (such as workflows and guideline documentation) for the internal knowledge platforms
• (15%) Elaborate workflows to include structured process steps; including systems and tools instructions
• (15%) Create FAQs, macros, ensure work instructions meet content standards. Facilitate content translation into supported languages (if needed)
• (5%) Distill complex concepts into clear, easy to understand communications and develop/execute communication strategies
• (25%) Triage and maintain content and workflow feedback across the organization
• Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams
• Provide periodic updates to the Knowledge Management Regional Manager on key deliverables 

Requirements

• BA/BS degree or equivalent practical experience
• In-depth knowledge of customer service and contact center operations
• Experienced working with shared service organizations such as Training, QA, PMO, OCM, Partner Management to drive performance
• 2 years of post-graduate experience in knowledge and content management
• Experience setting up Knowledge/KCS platforms with CMS applications (Drupal, Confluence, Zendesk, blogging tools, etc.) a plus
• Familiarity with project management methodologies, tools and phases of the project lifecycle - Six-Sigma, PMP, ITIL, Prince2 Agile and SCRUM Master certification an advantage
• Proven ability to work in a multicultural, multilingual global organisation

 

Airbnb爱彼迎公司简介 

爱彼迎是全球领先的特色住宿和体验项目预订平台，提供700多万个独具当地特色的住宿选择和4万项精心策划的体验活动，均由当地房东和体验达人倾力打造。作为赋能经济发展的引擎之一，爱彼迎正在帮助数以百万计的旅游服务创业者将房源和爱好转化为收入，也让当地社区享受到了旅游业带来的经济效益。迄今为止，爱彼迎已接待超过5亿人次房客，在全球191个国家和地区提供62种语言服务。爱彼迎致力于在全球范围内促进人与人之间的交流和信任，打造充满人情味的社区。

爱彼迎中国简介

作为一个独立的业务部门，中国是Airbnb爱彼迎全球增长的重要引擎之一。自2015年底正式进入中国起，爱彼迎在中国市场不断加大投入，实现了持续快速增长。爱彼迎将持续升级本土产品，打造创新的品牌活动，提升用户体验，构建有凝聚力的社区。作为共享住宿行业的领军者之一，爱彼迎还携手各方，积极推动这一新兴行业的可持续发展，实现多方共赢。我们将继续打造高效的本土团队，将原汁原味的旅行体验带给中国旅行者，创造“家在四方”的归属感，重新定义旅行。

作为社区支持（CS）知识编辑，将负责为我们的客服相关知识库平台的维护，对内沟通和信息/流程。 您将与知识计划经理和知识战略家合作，并支持知识管理区域经理来收集需求，定义，记录和准备客服中心需要的内容

工作职责

• 维护，编写和审查内部知识平台的单一事实来源内容（例如工作流和准则文档）
• 设计工作流程，包括结构化的流程步骤，系统和工具说明
• 创建常见问题解答，宏，确保工作说明符合内容标准。将其内容翻译成所需要的语言
• 将复杂的内容提炼成清晰，易于理解的语言，并制定/执行沟通策略
• 在公司内部，分类和维护内容和工作流反馈
• 与Community Support运营团队，培训，质量，业务流程和变更管理团队建立和维护关系
• 定期向知识管理区域经理提供有关主要交付成果的更新

职位要求

• 本科及以上学历
• 对客户服务中心的运营有深入了解
• 能够与培训，质量检查，PMO，OCM等部门合作，提升客服中心的整体业绩
• 2年的研究生知识和内容管理经验优先
• 具备使用CMS应用程序（Drupal，Confluence，Zendesk，博客工具等）建立Knowledge / KCS平台的经验优先；
• 熟悉项目管理方法和工具，具有六西格玛，PMP，ITIL，Prince2 Agile和SCRUM Master认证的优先
• 在多文化，多语言的全球组织中工作的成熟能力