Engineering Manager, Community Support Platform

The Community You Will Join:

The Community Support Platform (CSP) is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting-edge technology to deliver exceptional customer service with high efficiency.

Within CSP, our Ambassador Routing and Channels (ARC) team focuses on how we track customer issues and route them to agents. The work we do directly impacts how quickly people get helped, how customer issues are prioritized, what context is tracked for issues, and a million other things to try to optimize the customer service experience for our users.

The Difference You Will Make:

You will lead a team of software engineers to level up how customer issues flow through our system and scale up our ability to serve customers and agents both. You will play a critical role in shaping the technical/product vision and building a strong engineering team.

A Typical Day: 

• Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build high quality products and features
• Lead a team of (primarily) backend engineers
• Lead the vision, technical direction and execution for a significant portion of the Customer Support Platform
• Build a robust team by attracting top talent, mentoring individuals and managing conflict. 
  Nurture a culture of engineering excellence
  

Your Expertise:

• 9+ years of relevant software development industry experience in a fast paced tech environment
• 3-5+ years of leadership experience managing an engineering team
• Bachelor’s and/or Master’s/PhD degree, preferably in CS, or equivalent experience
• Strong expertise in optimizing complex system
• Excellent communication skills and the ability to work with various cross functional stakeholders
• Experience hiring, retaining and growing senior engineers and leaders with a track record of building productive, world-class engineering teams.
• Passionate about technical quality, efficiency and operational excellence.
  

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.