Software Engineering Manager - Community Support Platform

The Community You Will Join: 

The Community Support Platform (CSP) at Airbnb is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting-edge technology to deliver exceptional customer service with high efficiency.

As part of the CSP vision, we are harnessing AI to revolutionize Airbnb’s approach to customer service. Our Chatbot Product team is focused on providing a seamless user experience by combining AI capabilities with the expertise of our support ambassador

The Difference You Will Make:

You will lead a team of talented and diverse software engineers to create innovative user experience for AI driven customer service products which includes both backend workflows of LLM driven chatbot and frontend user experience across different platforms. You will play a critical role in shaping the technical/product vision and building a strong engineering team.

A Typical Day: 

• Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build high quality products and features

• Lead a full stack team of web, mobile and backend engineers 

• Lead the vision, technical direction and execution of E2E Chatbot related products

• Build a robust team by attracting top talent, mentoring individuals and managing conflict. 

• Nurture a culture of engineering excellence

Your Expertise:

• 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. 

• Passionate about technical quality, efficiency and operational excellence.

• Bachelor’s and/or Master’s/PhD degree, preferably in CS, or equivalent experience

How We'll Take Care of You:

Our job titles may span more than one career level. The starting base pay for this role is between [X] and [Y]. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

 

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

 

Our Commitment To Inclusion & Belonging:

Airbnb is 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 also 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 ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.