Content Strategist

Summary

Join Airbnb's Community Support (CS) Content and Knowledge Management (CKM) team as a CKM Content Writer! You will create and maintain high-quality content for Airbnb's Help Center and internal knowledge bases. Collaborate with cross-functional teams to ensure content accuracy and accessibility. Analyze user data and feedback to identify knowledge gaps. Improve content quality through best practices in UX writing, SEO, and structured content management. Guide junior writers and lead initiatives to enhance content. This US-remote eligible position offers a competitive salary and potential for bonus, equity, benefits, and Employee Travel Credits.

Requirements

• Bachelor’s degree in Journalism, Communications, Marketing, English, or equivalent work experience
• 3+ years of experience in technical writing, instructional content creation, or content strategy
• Strong editing, proofreading, and writing skills, with experience adapting to brand tone and voice
• Proficiency in content management systems (e.g., ContentStack, Drupal, Confluence) and familiarity with style guides such as the Chicago Manual of Style
• Experience writing for customer support audiences, including chatbot scripts and policy guidance
• Ability to work autonomously, manage multiple projects, and navigate ambiguity in a fast-paced environment

Responsibilities

• Develop and maintain Help Center articles, chat scripts, question-answer pairs for LLMs, and internal knowledge base content
• Analyze user behavior data and stakeholder feedback to identify and resolve knowledge gaps
• Collaborate with cross-functional teams to ensure content aligns with customer needs, regulatory requirements, and product updates
• Communicate updates and changes to internal teams and key partners across global markets
• Lead initiatives to improve content accessibility and quality, incorporating best practices in UX writing, SEO, and structured content management
• Provide guidance and training to junior content writers on standards, tools, and processes

Preferred Qualifications

• Applied knowledge of content and knowledge management methodologies (e.g., KCS, UX, SEO)
• Experience working in a multicultural, multilingual organization

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits