[Remote] Platform Lead, Agent Products, Community Support

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Note: The job is a remote job and is open to candidates in USA. Airbnb is a global hospitality company that connects hosts and guests from around the world. They are seeking a Platform Lead for Agent Products to lead a team in developing and delivering technology that enhances the support experience for millions of users, leveraging emerging technologies like AI and behavioral analytics.


Responsibilities

  • Define and execute the vision for Airbnb’s next-generation support platform—delivering robust, extensible systems that enable rapid innovation, scale globally, and empower frontline teams to deliver exceptional service.
  • 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.

Skills

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

Benefits

  • May also be eligible for bonus
  • Equity
  • Benefits
  • Employee Travel Credits

Company Overview

  • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is

    • Company H1B Sponsorship

  • Airbnb has a track record of offering H1B sponsorships, with 186 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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