Staff Experience Designer, Support

airbnb, Inc.; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company that is redefining customer support design. In this remote-eligible role, you will leverage your extensive product design experience to create elegant solutions that empower agents and enhance customer experiences. Collaborate with a diverse team of writers, researchers, and engineers to develop world-class tools that simplify complex challenges. Your expertise in interaction and visual design will be key in delivering high-quality, scalable designs that resonate with users. If you are passionate about innovation and making a difference in the customer journey, this opportunity is perfect for you.

Benefits

Employee Travel Credits

Equity Options

Comprehensive Benefits

Flexible Work Hours

Qualifications

• 10+ years of product design experience with leadership in projects.
• Proficiency in UX thinking, systems design, and prototyping.

Responsibilities

• Drive vision and strategy for agent tooling with senior leaders.
• Lead initiatives from inception to launch while ensuring quality.
• Create system maps and user flows to communicate design decisions.

Skills

Interaction Design

Visual Design

Systems Thinking

UX Thinking

Prototyping

Communication Skills

Curiosity and Tinkering

Collaboration

Education

Bachelor's Degree in Design or related field

Tools

Design Language Systems

Prototyping Tools

Job description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

You will partner with supporting disciplines such as writers, researchers, product specialists, and engineers to build beautiful, usable, forward-looking products that empower our customers and agents to find elegant solutions to complex challenges. Our design charter is to help foster an emotional connection with our community, keeping usability and accessibility as our prime virtues. We do our best to practice inclusive design at every turn, spanning both the online and offline experiences we create for our community.

The Difference You Will Make:

Design for customer support is a calling. We’re there to ensure that guest’s dream trip goes off without a snag. We’re there to build confidence in a new host as they publish their first listing. And when things don’t go smoothly, we’re the ones to support our customers and agents on the path to making it right. We believe agents deserve world class tools that enable them to quickly get to the root of issues, resolve with a fast, full and fair approach, and serve as genuine ambassadors of our brand. We’re pretty bullish on Ai’s ability to make life easier for customers when things don’t go as planned, as well as its ability to help agents to quickly get customers back on track.

In this role, you’ll focus on new ways to deliver elegant customer support that leverages emerging technologies. Ways to make it easier for our guests and hosts to get help at any time.

What skills are crucial?

Strong craft is a must — with a strong foundation in interaction and visual design, you understand what it takes to digest a complex problem and create simple, usable, and scalable solutions. At Airbnb we believe agents deserve the same quality design as our customers.

Audacious pragmatism is a must — you are experienced at developing compelling visions that solve user needs and business problems, and persuading a wide audience of cross-functional stakeholders to adopt this vision, and understand how to light the runway from the current state to the future state.

Curious tinkering is a must — you are capable of quickly onboarding to a highly technical domain, including applying new technologies, like generative AI, to up-level product experiences and test your hypothesis.

Systems thinking is a must — your designs live in super complex environments, and understanding how design flexes to meet fraught end to end journeys is crucial.

Radical collaboration is a must — In partnership with cross-functional partners across Trust, Customer Support, and Payments, you will shape the vision and strategy for this complex domain area — and work with other designers, writers, and researchers to design simple, intuitive, and scalable agent tools that keep our community safe.

A Typical Day:

• Drive a holistic vision and strategy for agent tooling in close partnership with senior leaders across Product, Engineering, Operations, Research, and UX Writing.
• Lead multiple initiatives from inception to launch, including overseeing the quality of other designers’ work in a fast-paced and ambiguous environment.
• Deliver high-quality and creative designs that both satisfy technical and operational requirements and meet Airbnb Design’s high standards. Advocate for holistic solutions that can scale to support future roadmap needs and features.
• Create system maps, user flows, prototypes, and page-level specs to communicate design decisions to a variety of stakeholders.
• Actively contribute to our design language system and drive consistency of design patterns across tooling.
• Meet with cross-functional team members based around the world. While Airbnb has a Live and Work Anywhere policy, you’ll need to meet with cross-functional partners based in Beijing at least once a week outside of regular business hours (5-7 PM PST).

Your Expertise:

• 10+ years of hands-on product design experience, and 2+ years experience leading projects and/or initiatives.
• Domain experience designing for complex domain areas, such as multi-sided marketplaces. Past experience in support is appreciated, but not required.
• Proficiency across UX thinking and systems design, interaction design, visual design, and prototyping.
• Track record of designing and shipping high-quality products and user experiences across multiple platforms (e.g. Web, Mobile Web, Android, iOS) for complex domain areas.
• Excellent communication skills, especially communicating complex concepts clearly and persuasively across different audiences and levels of the organization.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at off-sites, 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.

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.

If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.