Lead Content Writer, AI

Airbnb; United States; Remote; USD 129,000 - 152,000; Full time

Job summary

A leading tech company is seeking a skilled Lead Content Writer to create and manage content for its Help Center. The ideal candidate will have over 7 years of experience, excellent writing skills, and a strong command of SEO practices. This remote position allows for flexibility while ensuring high-quality content delivery in a fast-paced environment.

Benefits

Bonuses

Equity options

Employee Travel Credits

Qualifications

• 7+ years of experience in content writing or data-driven content strategy.
• Strong command of content style standards.
• Experience in fast-paced, multicultural environments.

Responsibilities

• Translate information into clear, user-friendly content.
• Collaborate with teams to improve content quality and effectiveness.
• Lead programs for content quality and training.

Skills

Writing skills

Editing skills

Content optimization

SEO best practices

Organizational skills

Adaptability

Education

BA/BS in relevant field

Tools

Drupal

Confluence

ContentStack

Job description

Overview

Lead Content Writer, AI role at Airbnb. Community Support CKM Lead Content Writers are responsible for creating, consolidating, and maintaining clear and concise content for Airbnb’s Help Center and internal knowledge bases used by customer service agents. They oversee CKM efforts and coordinate with other writers to ensure delivery against timelines and standards.

Responsibilities

• Translate information into clear, easy-to-understand content across internal knowledge bases and community-facing surfaces (Help Center, chatbots, etc.) in line with Airbnb's tone and voice standards
• Collaborate with program and product managers, engineers, analysts, data scientists, researchers, and subject matter experts to measure content effectiveness, identify improvements, and deliver plans to increase content quality and effectiveness (LLM retrieval, helpfulness, SEO, workflow utilization, etc.)
• Influence Airbnb's tone and voice standards
• Serve as a power user for authoring tools
• Optimize internal CKM processes and standards
• Shape and deliver CKM training programs
• Lead content quality programs by establishing objectives and scorecards
• Manage proactive improvement initiatives using insights from dashboards, reports, and end-user feedback
• Develop cross-functional relationships, provide direction, make decisions, and educate others on support content dos and don’ts
• Clearly convey the story behind and impact of content work, showing how it supports user experience and business goals to leadership and stakeholders

Your Expertise

• BA/BS in Instructional Design, Information Architecture, Journalism, Marketing, Communications, English, related fields, or equivalent experience
• 7+ years of experience in technical and/or instructional content writing, data-driven content strategy, or related field
• Excellent writing, editing, and proofreading skills
• Experience creating, maintaining and optimizing content for retrieval by LLMs for AI-generated content (e.g., chatbots, assistants)
• Adaptable, comfortable with ambiguity; experience in fast-paced environments
• Strong command of content style standards (e.g., Chicago Manual of Style), information management strategies, and taxonomies
• Proven experience with authoring systems (Drupal, Confluence, ContentStack, etc.), setting up or administering authoring tools, and applying SEO/GEO best practices
• Knowledge of customer service and/or hospitality and experience writing for support or instructional audiences
• Experience working in multicultural, multilingual, global organizations
• Strong organizational and time-management skills with the ability to plan, deliver on timelines, and evaluate success
• Independent, able to work autonomously and navigate ambiguity while proactively seeking leadership support
• Ability to incorporate data-driven interventions into content plans

Your Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. While remote, you must live in a state where Airbnb, Inc. has a registered entity. Refer to the up-to-date list of excluded states. If your position is employed by another Airbnb entity, your recruiter will inform you of eligible states.

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 help us attract creatively-led people and develop the best products and solutions. All qualified individuals are encouraged to apply. We strive to provide a disability-inclusive application and interview process. If you need reasonable accommodations, please contact [e-mail] with your full name, role, and accommodation details. We ask that you only reach out if you are unable to complete the online application due to disability.

How We'll Take Care Of You

Base pay and compensation depend on factors such as training, experience, and market demands. The base pay range is subject to change and may be modified. This role may be eligible for bonuses, equity, benefits, and Employee Travel Credits. Pay Range: $129,000—$152,000 USD.