Content Strategist, Support Products

  • Airbnb
  • Portland, United States
  • Aug 13, 2019
Design

Job Description

The Airbnb content strategy team is growing in Portland and we’re looking for people who can help build our practice, writing for a growing global audience of customer support agents. As part of the design team, you’ll work closely with product designers and researchers to shape experiences and build trust with our agents and the Airbnb community. 

Responsibilities:

  • Contribute to a product team of designers, researchers, product managers, engineers, and data scientists
  • Offer a content strategy perspective throughout the product development process, and influence strategic decisions across and within products to improve the overall experience and ensure consistency across platforms
  • Work with cross-functional partners to drive consensus across teams and advocate for solutions that balance the needs of our hosts and guests with our business goals 
  • Define the content strategy for a given product and write clear and concise content across multiple touchpoints (including product names, labels and navigational elements, emails, tutorials, help pages, and notifications) 
  • Help agents who use support tools feel empowered, carefully considering tone and writing content that’s consistent with Airbnb's voice and standards
  • Work with other content strategists to maintain and evolve guidelines and help evangelize those resources across the company
  • Develop content frameworks, product narratives, and other deliverables that explain your recommendations and help people understand the practice of content strategy
  • Approach all of your work with a global mindset, advocate for designs and language that internationalize well, and work with our translations team to improve quality
  • Share your work with other content strategists, provide feedback on their work, and contribute to the team through mentoring, onboarding or recruiting

Requirements:

  • 3+ years of experience in Product Content Strategy — support content experience a plus
  • Excellent writing and editing skills 
  • Solid understanding of user experience design principles and interaction patterns
  • Experience writing content for web/mobile products and developing style guides preferre
  • Proven ability to collaborate successfully with cross-­functional partners
  • Ability to work independently in a fast-paced environment
  • Passion for Airbnb’s mission and deep empathy for our diverse community
  • Portfolio of writing samples
Apply now