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:
Airbnb is a mission-driven company dedicated to creating a world where anyone can belong anywhere. Our Community Support (CS) team is at the heart of that mission—delivering seamless, 10-star customer service experiences complemented by world-class, personalized human support that empowers hosts and guests at every step of their journey.
As a Data Scientist working on Algorithms in CS, you will have the opportunity to collaborate with a strong team of engineers, product managers, designers and operation agents to enable personalized, fair and exceptional experience for guests & hosts using advanced LLM/ML modeling for Community Support.
The Difference You Will Make:
We're looking for a talented Data Scientist with LLM/ML expertise to join the Community Support Data Science team. In this role, you'll partner closely with the tech lead to tackle significant components of high-impact projects with a direct opportunity to shape and influence our AI-powered products, differentiated service experiences, and operational optimization strategies.
The ideal candidate combines deep technical fluency in LLM/ML with a bias toward action and impact, comfort with ambiguity, and a passion for building scalable, scientific solutions. You’ll work on high-impact projects like:
- Implement advanced techniques to automate the LLM evaluation process with high efficiency and quality.
- Scale the high-quality synthetic datasets curation across various CS domains for training and evaluating LLM.
- Build LLM/ML models to understand customer issues based on diverse datasets and identify failure modes and opportunities for improvement.
- Build personalization models to offer differentiated experiences and maximize business impact.
A Typical Day:
- Discover Opportunities: Identify high-impact business opportunities through data exploration and model prototyping, and translate business problems into scientific formulations.
- Uncover Insights: Analyze structured and unstructured data to uncover meaningful insights and craft actionable proposals that help shape strategy.
- Build and Ship: Build and deploy production LLM/ML models that directly contribute to the launch of data-driven products, leveraging AI tools to enhance efficiency and impact.
- Collaborate Cross-Functionally: Build strong relationships with cross-functional partners across Product, Design, Engineering, Operations, and Analytics to drive collaboration and innovation.
- Influence Decisions: Communicate learnings to leaders and stakeholders in a clear, compelling manner that drives informed, data-driven decision-making.
- Empowerment: Think strategically about how to scale and evolve data science capabilities within your domain, contributing to the long-term vision for how science drives platform outcomes.
Your Expertise:
- 2+ years of relevant industry experience (e.g. data/ML scientist, tech lead, junior faculty) and a Master’s degree or PhD in relevant fields.
- State-of-the-art knowledge of AI/ML models.
- Strong fluency in Python/R and SQL, observation causal inference skill is a plus.
- Proven ability to communicate clearly and effectively to audiences of varying technical levels.
- Ability to translate complex findings and results into compelling narratives that drive impact.
- Excellent project management, communication, and collaboration skills.
- A product-oriented mindset, with the ability to apply conceptual and innovative thinking to develop and implement solutions that consider the user experience.
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.