Knowledge Editor

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What Airbnb is looking for in applicants

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

What you’ll do 

  • Maintain, write and review single-source-of-truth content (such as workflows and guideline documentation) for the internal knowledge platforms 
  • Elaborate workflows to include structured process steps; including systems and tools instructions 
  • Create FAQs, macros, ensure work instructions meet content standards. Facilitate content translation into supported languages (if needed) 
  • Distill complex concepts into clear, easy to understand communications and develop/execute communication strategies 
  • Triage and maintain content and workflow feedback across the organization 
  • Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams 
  • Provide periodic updates to the Knowledge Management Regional Manager on key deliverables 

What you need to succeed 

  • A minimum of 3+ years of overall experience 
  • BA/BS degree or equivalent practical experience 
  • In-depth knowledge of customer service and contact center operations 
  • Experienced working with shared service organizations such as Training, QA, PMO, OCM, Partner Management to drive performance 
  • Familiarity with Knowledge/KCS platforms with CMS applications (Drupal, Confluence, Zendesk, blogging tools, etc.) a plus 
  • Excellent communication and interpersonal skills 
  • Demonstrated organizational and time-management skills to assess and prioritize tasks 
  • Work autonomously in a fast-paced environment 
  • Resourceful, detail oriented and comfortable with ambiguity 
  • Proven ability to think like a customer and understand agent behavior 
  • Ability to engage and influence cross-functional consensus and collaboration 
  • Proven ability to work in a multicultural, multilingual global organisation

Want some tips on how to get an interview at Airbnb?

What is Airbnb looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Knowledge Editor like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Knowledge Editor?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!