Airbnb is looking to improve the efficiency and reliability of its customer service technology to gain a competitive advantage, foster brand loyalty, and strengthen the fundamentals of its business. The Automation Platform team aims to create the best customer service experience by building and enhancing a conversational AI platform that powers major customer service channels and enables faster development of AI products.
Requirements
- 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
Responsibilities
- 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.
Other
- 5+ years industry experience with Bachelor’s and/or Master’s degree in CS, or 3+ years industry experience with PHD degree in CS
- Experience or desire to work collaboratively in cross-functional teams with design, product and operation partners
- US - Remote Eligible
- Must live in a state where Airbnb, Inc. has a registered entity.
- All qualified individuals are encouraged to apply.
