[Remote] Lead Knowledge Strategist (contract)

Note: The job is a remote job and is open to candidates in USA. Airbnb is a leading company in the hospitality industry, known for its unique stays and activities offered by Hosts worldwide. As a Community Support Lead Knowledge Strategist, you will maintain knowledge platforms and ensure that customer service ambassadors have access to accurate and current information. You will collaborate with cross-functional partners to enhance content quality and effectiveness while leading initiatives that improve internal processes.

Responsibilities

• You are responsible for translating information into clear, easy to understand content across internal knowledge bases in line with Airbnb's tone and voice standards
• Content types you create and maintain include internal solution articles, Community Support standard responses, and call scripts.
• You independently manage and oversee complex content and knowledge management tasks and Lead (high-impact) initiatives that improve the accessibility and quality of our content often involving other content writers, and together deliver to expected timelines and standards.
• You own overall team performance against certain content KPIs, including tracking and communicating progress and/or improvement opportunities
• You work with our program & product managers and engineering to design, set up and deliver new content and knowledge services, incl. the setup of content and knowledge repositories, such as bespoke knowledge bases or new content types
• You work with program & product managers, data analytics and engineering to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality & effectiveness (SEO, workflow utilization, etc).
• You influence Airbnb's tone/voice standards, and shape CKMPO's tone/voice standards with Airbnb's standards in mind
• You are responsible for optimizing our internal CKMPO processes, standards, training, and tooling

Skills

• Excellent writing, editing, and proofreading skills
• Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment
• 7+ years of experience in multi faceted technical and instructional content writing/content strategy
• Highly versed in the adopting, developing and rolling out of content style standards (e.x. Chicago Manual of Style) and information management strategies/taxonomies
• Well versed working with various C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.) and experiencing setting up/administrating C/KM systems.
• In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences
• Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams.
• Strong project management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas.
• Experience mentoring team members, distributing work and assuring its delivery, and sharing success amongst a global team

Education Requirements

• BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience.

Benefits

• Medical
• Dental
• Vision
• 401K

Company Overview

• Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com.

Company H1B Sponsorship

• Airbnb has a track record of offering H1B sponsorships, with 186 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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