Platform Lead - Agent Products, Community Support

About the position 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: The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of guests and hosts who take trips and join experiences around the world every year. Within CS, the Platform and Experience team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience. We are looking for a CS Agent Products Lead, who will be responsible for leading a team of platform managers to build and deliver our future plans for the technology that underpins our service. You will work closely with our partners across product marketing, engineering, business operations, analytics and testing. The Difference You Will Make: Are you ready to shape the future of how Airbnb supports and delights millions of guests and hosts worldwide? As our Platform Lead for Agent Products, you’ll have a pivotal opportunity to leverage emerging technologies—such as AI, behavioral analytics, and predictive modeling—to transform the end-to-end support experience at a global scale. You’ll define and deliver extensible platform capabilities that enable seamless, proactive, and personalized service, setting new industry standards and driving real impact. A Typical Day: Define and execute the vision for Airbnb’s next-generation support platform, used by tens of thousands of Airbnb’s customer support agents—delivering robust, extensible systems that enable rapid innovation, scale globally, and empower frontline customer support agents teams to deliver exceptional service for our Guests and Hosts. Harness emerging technologies—such as AI, behavioral analytics, and predictive modeling—to empower agents and frontline teams, anticipate customer needs, and deliver seamless, personalized support at scale. Manage and develop a high-performing, globally distributed team of platform managers—cultivating a culture of innovation, inclusion, and growth. Guide key product initiatives from concept to launch, ensuring seamless integration across the support journey and measurable benefits for both users and the business. Forge strong partnerships with engineering, design, data science, product marketing, and operations to align vision, drive priorities, and ensure superior user experiences. Develop tools and capabilities that enable agents’ growth, support ongoing learning, and drive measurable improvements in service quality.

Responsibilities

• Define and execute the vision for Airbnb’s next-generation support platform, used by tens of thousands of Airbnb’s customer support agents—delivering robust, extensible systems that enable rapid innovation, scale globally, and empower frontline customer support agents teams to deliver exceptional service for our Guests and Hosts.
• Harness emerging technologies—such as AI, behavioral analytics, and predictive modeling—to empower agents and frontline teams, anticipate customer needs, and deliver seamless, personalized support at scale.
• Manage and develop a high-performing, globally distributed team of platform managers—cultivating a culture of innovation, inclusion, and growth.
• Guide key product initiatives from concept to launch, ensuring seamless integration across the support journey and measurable benefits for both users and the business.
• Forge strong partnerships with engineering, design, data science, product marketing, and operations to align vision, drive priorities, and ensure superior user experiences.
• Develop tools and capabilities that enable agents’ growth, support ongoing learning, and drive measurable improvements in service quality.

Requirements

• 10+ years of platform or product leadership in technology-driven environments, including 5+ years managing teams.
• Deep experience developing and launching extensible platform capabilities at scale.
• Demonstrated success leveraging emerging technologies (such as AI, behavioral analytics, and predictive modeling) in complex, global operations.
• Inspirational people leader, passionate about developing talent and fostering inclusive, high-performance teams.
• Proven ability to translate business needs into innovative, user-centric technology solutions.
• Exceptional communicator and influencer, skilled at working across functions and with executive stakeholders.
• Analytical, data-driven problem solver who thrives in fast-paced, matrixed organizations.
• Strong understanding of customer service operations, digital support tools, and continuous improvement best practices.
• Community-first, user-centric mindset with a relentless drive for excellence.

Nice-to-haves

• Experience in customer service, operations platforms, or SaaS environments is highly valued.

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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