Lead UX Writer

San Francisco, California

Full Time
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Posted 3 weeks ago

The Airbnb UX Writing team is growing, and we’re looking for a seasoned writer to join our Customer Support Platform team. 

Supporting the hosts and guests who use Airbnb everyday is critical to the success of our business. As a UX Writer on the Customer Support Platform team, you'll help shape our customer-facing product strategy and define how we communicate with someone when they need our help.

Responsibilities:

  • Define the content strategy for customer support-related tools like our Help Center, chatbot, agent tooling, or phone tree (IVR)
  • Write clear and concise content across multiple product touchpoints
  • Contribute to a team of designers, researchers, product managers, engineers, and data scientists
  • Offer a content strategy perspective throughout product development to improve the experience and ensure consistency across platforms
  • Work with cross-functional partners to drive consensus across teams and advocate for solutions that balance user needs with business goals 
  • Help people who use Airbnb feel welcome and empowered, writing content that’s consistent with Airbnb's mission of belonging
  • Work with other content strategists to maintain and evolve writing guidelines and help evangelize those resources across the company
  • Develop content frameworks, product narratives, and other deliverables that explain your recommendations and help people understand the practice of content strategy
  • Approach all of your work with a global mindset, advocate for designs and language that internationalize well, and work with our translations team to improve quality
  • Share your work with other content strategists, provide feedback on their work, and contribute to the team through mentoring, onboarding, and recruiting

Requirements:

  • 3-6 years of experience in UX writing, content design, or content strategy on a product team
  • Strong track record of writing nuanced, empathetic content and guidelines for handling sensitive situations
  • Bulletproof writing and editing skills 
  • Solid understanding of user experience design principles and interaction patterns
  • Comfortable working in an engineering environment and technical product area and proven ability to collaborate successfully with cross-­functional partners
  • Experience writing content principles and style guides
  • Ability to work independently in a fast-paced environment 
  • Passion for Airbnb’s mission, commitment to diversity, and global mindset
  • Portfolio of writing samples
Job tags: Engineering Experience design User experience
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