Senior/ Manager, Machine Learning, Community Support Products

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Community Support (CS) has increasingly become a key driver of enabling Airbnb's core business. The Community Support Engineering team is responsible for the world‑class technology, architecture, and solutions that power CS at Airbnb. The products and capabilities we build empower our guests and hosts, CS agents, and operations teams around the world.

As part of the CS Product vision, we are leveraging AI to transform how we deliver customer service – combining advanced ML/LLM capabilities with the expertise of our Support Ambassadors to create a seamless, high‑quality support...