UX Writer
Airbnb
Posted 3 years ago
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