Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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: Providing world class customer service for our community of guests and hosts is a critical mission of Airbnb. This is an area of unprecedented scale and complexity. In no other domain the efficiency and reliability of servicing tech translates so directly into competitive advantage, brand loyalty and the fundamentals of the business. The Automation Platform team under Airbnb Community Support Platform is critical for the goal of creating the best customer service experience for our users. The team is responsible for building and improving Airbnb conversational AI platform, which powers major customer service channels of Airbnb, enables fast development and iteration of conversational AI products for engineering and business teams, and unlocks the power of AI/ML to improve the intelligence of customer support products The Difference You Will Make: As a senior machine learning engineer, you will have the opportunity to improve the architecture and capabilities of a large-scale, widely adopted conversational AI platform at Airbnb, and contribute directly to the success of many AI driven products for our community. You will be able to explore the state-of-the-art LLM application architectures and apply your expertise to our home-grown platform. You can also contribute to the broader technical vision at Community Support Platform and help shape the future roadmap of AI for CSP.

A Typical Day

• Drive the design, implementation and improvement of the state-of-the-art conversational AI platform.
• Collaborate with different Airbnb infrastructure and platform teams to design and build scalable and reliable services.
• Leverage advanced ML/NLP technology to improve the intelligence of various customer support products (such as chatbot, help center and phone call service).
• Design and build cutting-edge automation solutions to improve the efficiency of ambassadors at Airbnb.
• Collaborate with cross-functional working groups (frontend/backend/ML engineers, design, product and operation teams) to design and build end-to-end product solutions to improve customer experience.

Your Expertise

• 5+ years industry experience with Bachelor’s and/or Master’s degree in CS, or 3+ years industry experience with PHD degree in CS
• Proficiency in one or more back-end server languages (Java/Ruby/Kotlin/C++)
• Experience in designing large-scale services or platforms
• Experience in ML/NLP applications or platforms (especially Large Language Model based) is a plus
• Experience or desire to work collaboratively in cross-functional teams with design, product and operation partners

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$191,000—$223,000 USD