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About the Role

The Community Support Products (CSP) Machine Learning team is seeking an expert to drive Customer Support x Artificial Intelligence (CSxAI) initiatives by adopting Generative AI technologies. This role will enable an intelligent, scalable, and exceptional service experience by developing and enhancing AI models, ML services, and tools, including LLM fine-tuning, optimization, RAG/Search, evaluation, testing automation, and feedback-based learning.

Responsibilities

Build and leverage cutting edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use and proactive customer service experience.
Shape ideas from inception to production, turning visionary concepts into impactful realities.
Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems.
Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products.
Learn and share the latest AI/ML technologies with the team.

Requirements

PhD/Master’s degree, preferably in CS, or equivalent experience.
9+ years of ML engineering experience, with ownership responsibility over large-scale software systems.
Background in the design and development of AI and ML systems and services, and a deep passion for building efficient and scalable ML-powered products.
Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations.

Skills

LLM driven chatbot
Agentic AI products

Location

US - Remote Eligible

Work Type

Remote

Experience Level

9+ years of ML engineering experience

Education Level

PhD/Master’s degree, preferably in CS, or equivalent experience

Salary/Compensations

$212,000—$260,000 USD

Benefits

bonus
equity
benefits
Employee Travel Credits

About the Company

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.
Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb.
The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice.
We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us.

Equal Opportunity

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.