Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.

The Community You Will Join:

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. 

The Difference You Will Make:

As a Senior Software Engineer, you will have the opportunity to improve the architecture and capabilities of a large-scale, widely adopted conversational AI platform at Airbnb, and contribute directly to the success of many AI driven products for our community. You will be able to explore the state-of-the-art LLM application architectures and apply your expertise to our home-grown platform. You can also contribute to the broader technical vision at Community Support Platform and help shape the future roadmap of AI for CSP. 

A Typical Day: 

• Drive 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.
• Collaborate with cross-functional working groups (frontend/backend/ML engineers, design, product and operation teams) to design and build end-to-end product solutions to improve customer experience. 

Your Expertise:

• 5+ years industry experience with Bachelor’s and/or Master’s degree in CS, or 3+ years industry experience with PHD degree in CS
• Proficiency in one or more back-end server languages (Java/Ruby/Kotlin/C++)
• Experience in designing large-scale services or platforms
• Experience in ML/NLP applications or platforms (especially Large Language Model based) is a plus
• Experience or desire to work collaboratively in cross-functional teams with design, product and operation partners

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: reasonableaccommodations@airbnb.com. 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.

How We'll Take Care of You:

Our job titles may span more than one career level. 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.