Lead Knowledge Strategist

The Difference You will Make:

As a Community Support Lead Knowledge Strategist, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our CS ambassadors. 

You will work on large projects, often involving multiple Knowledge Editors, to ensure the ambassadors have accurate and current information that’s easy to find. You will work with cross-functional partners, Knowledge Editors and Knowledge Management Leads to collect requirements, define, document, and deliver agent facing content.

This role is based remote within Ireland. 

A Typical Day: 

• You are responsible for translating information into clear, easy to understand content across internal knowledge bases in line with Airbnb's tone and voice standards

• Content types you create and maintain include internal solution articles, Community Support standard responses, and call scripts

• You independently manage and oversee complex content and knowledge management tasks and Lead (high-impact) initiatives that improve the accessibility and quality of our content often involving other content writers, and together deliver to expected timelines and standards

• You own overall team performance against certain content KPIs, including tracking and communicating progress and/or improvement opportunities

• You work with our program & product managers and engineering to design, set up and deliver new content and knowledge services, incl. the setup of content and knowledge repositories, such as bespoke knowledge bases or new content types

• You work with program & product managers, data analytics and engineering to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality & effectiveness (SEO, workflow utilization, etc)

• You influence Airbnb's tone/voice standards, and shape CKMPO's tone/voice standards with Airbnb's standards in mind

• You are responsible for optimizing our internal CKMPO processes, standards, training, and tooling

Your Expertise:

• BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience

• Excellent writing, editing, and proofreading skills

• Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment

• 7+ years of experience in multi faceted technical and instructional content writing/content strategy

• Preferred: experience in writing for insurance 

• Highly versed in the adopting, developing and rolling out of content style standards (e.x. Chicago Manual of Style) and information management strategies/taxonomies

• Well versed working with various C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.) and experiencing setting up/administrating C/KM systems.

• In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences

• Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams.

• Strong project management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

• Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas.

• Experience mentoring team members, distributing work and assuring its delivery, and sharing success amongst a global team

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.