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UX Writer

Airbnb

The Airbnb content strategy team is growing—we’re looking for passionate, experienced people to focus on the end-to-end support experience. As a support content writer, you’ll build out our Help Center and provide the clear, accurate information customers need to solve their problems wherever they are. 

Responsibilities:

  • Work closely with product content strategists, product specialists, and product managers to create and maintain Airbnb Help Center content across a wide range of products
  • Use Help Center data to share actionable feedback with product teams
  • Provide clear, accurate information that helps people answer their questions and solve their problems quickly and efficiently 
  • Continue iterating on, testing, and optimizing Help Center content
  • Partner with our Customer Experience team to understand what issues customer support agents are seeing most often—and make recommendations to help address them in the Help Center or through in-product help
  • Approach all of your work with a global mindset, advocate for language that internationalizes well, and work with our translations team to improve quality
  • Establish and maintain content standards for the Help Center

 

Requirements:

  • Excellent writing and editing skills, experience writing support content for web/mobile products preferred
  • Experience working with a content management system
  • Experience prioritizing and managing a high volume of requests from various stakeholders
  • Knowledge of HTML or markdown
  • Data analysis skills a plus
  • Proven ability to collaborate successfully with cross-­functional partners
  • Ability to work independently in a fast-paced environment 
  • Passion for Airbnb’s mission and deep empathy for our diverse community
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