What is Community Support Platform at Airbnb?

Airbnb requires world class service for our global community of guests and hosts to ensure they have an amazing experience. When issues come up, it's important for us to resolve them.

The team owns all of the touch points involved in providing support, including portions of our website and mobile apps, and our contact channels (phone, messaging, email), and the internal tools that our customer support agents use to provide support throughout the world.

We measure our success on customer satisfaction and business efficiency. For the latter, we track how often our customers need to contact us, and, when they do, how long it takes our representatives to solve the case. We are a data-driven team. We validate our work with A/B experiments and we can tie our contributions directly to our bottom line.

What is a Staff Software Engineer on the CSP team?

Airbnb has a huge global operational staff that must scale with our user base. Our job as engineers is as challenging as it is exciting: we oversee the entire tech stack responsible for their success.

Some example projects we have shipped:

• a new real-time messaging channel for contacting Community Support
• an advanced ticket routing system to match user issues against available agent skills
• Aircover - Top to bottom, comprehensive protection for our hosts

If you enjoy building full stack applications from the ground up, using the newest technologies to delight users, and building like an entrepreneur, then you've found the right place.

Responsibilities

• Build services and APIs to drive existing and new features for web and mobile apps
• Be the technical lead (TL) of the Community Support engineering team in India and drive end-to-end solution design, design reviews and a culture of engineering excellence.
• You will report to the Engineering Manager and also be part of the core review group on Community Support wide design reviews and technical standards.
• Work with data scientists and business analysts to define, capture, and use real-time event data for business insights and product features
• Collaborate with infrastructure engineering teams to participate in, validate, and evolve how we build, test, and deploy code in a distributed Service-Oriented Architecture
• Alter existing and develop new data access and protection patterns to ensure our community's personal data is safe and secure, at scale

India Development Center will support multiple teams in Community Support such as-

• Routing and Channels: Owns the channels and routing of communication and customer interactions for tens of thousands of customers getting support every day.
• Claims: Work in close proximity to our end users including Guests/Hosts and Airbnb Ambassadors, building the Host Guarantee program, Host Protection Insurance and the Resolution Platform.
• Core Services team: Builds the tools and software used everyday by our 10,000+ global customer support ambassadors to best serve our guests and hosts.
• Safety & Trip Experience: Builds the end-to-end experience when the customers might need to contact Airbnb for any physical safety issues.

Who are we looking for?

• 8+ years of industry experience in Backend or Full-Stack engineering.
• Work experience, open-source code, or coursework in any of the following languages: Java, Ruby/Ruby on Rails
• Exposure to architectural patterns of a large, high-scale web application (e.g., well-designed APIs, high volume data pipelines, efficient algorithms)
• Experience with web development best practices such as A/B testing, continuous integration
• Passion for creating an impactful technology platform for our growing global workforce
• Prior experience as Technical Lead of a team of 5+ engineers
• Experience supporting customer service platforms and integration experience with Salesforce
• iOS or Android development experience a bonus