About the Role
Airbnb was founded in 2007 with a vision to connect guests with communities in an authentic way. The company has since grown to over 5 million hosts and 2 billion guest arrivals globally. Machine Learning and Artificial Intelligence are integral to the Airbnb product, supporting functions from Trust and Payments to Customer Service and Marketing to optimize guest and host experiences. The Community Support Products (CSP) Machine Learning team is at the forefront of CSxAI (Customer Support x Artificial Intelligence) initiatives, leveraging Generative AI to deliver intelligent, scalable, and exceptional service. The team focuses on developing and enhancing AI models, ML services, and tools, including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning, and guardrail mechanisms for a wide array of Airbnb applications. Given the richness of Airbnb's data, the complexity of its marketplace, and the diversity of its product, the team operates at the cutting edge of AI practice, committed to long-term innovation and problem-solving with top ML and AI experts.
The Difference You Will Make
You will play a pivotal role in transforming Airbnb’s customer service through the application of cutting-edge AI technologies, delivering personalized, intuitive, and proactive customer service experiences. Many of these initiatives are in their nascent stages, offering you the unique opportunity to mold ideas from their initial conception through to production, translating visionary concepts into tangible and impactful realities.
A Typical Day
- Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems.
- Collaborate cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products.
- Engage in continuous learning and knowledge sharing of the latest AI/ML technologies with team members across regions (China and the US).
Your Expertise
- PhD/Master’s degree, preferably in Computer Science, or equivalent practical experience.
- 9-12 years of experience in ML engineering, with significant ownership over large-scale software systems.
- A strong background in the design and development of AI and ML systems and services, coupled with a deep passion for constructing efficient and scalable ML-powered products.
- Experience with LLM-driven chatbots and Agentic AI products (Gen AI) is highly desirable.
- Excellent communication skills and proven ability to collaborate effectively within a team and with cross-functional engineering, product, and design organizations.
- Fluency in both English and Mandarin is essential.