Most Loved Workplace® Certified JobEngineering Manager, Community Support Engineering
Assessed by Most Loved Workplace®About the Role
At Airbnb, a Most Loved Workplace® certified employer in the Travel & Hospitality space, Belong Anywhere: Connect Through Travel, Community, and Trust.
<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><strong>The Community You Will Join:</strong></p>
<p>The Community Support Engineering (CSE) China Foundations team works together with our US partners to co-own the Community Support foundations systems, collectively empowering every step of the customer support journey. We're building the next-generation case management platform that gives a 360-degree view of every customer interaction, helping ambassadors resolve guest and host issues faster. At the same time, we're developing the centralized supervisor portal alongside agent quality systems that turn performance insights into actionable coaching signals. Our routing platform connects Airbnb customers to the right ambassador, through the right channel, at the right time. The team also provides AI-powered solutions to support TechOps around system inconsistencies and incidents to ensure high availability and reliability of critical CS flows.</p>
<p><strong>The Difference You Will Make:</strong></p>
<p>We are seeking an experienced Engineering Manager to lead the China Routing and Data Service team. In this role, you will:</p>
<ul>
<li>Ramp up on the team’s technology, product, and business goals, including hands-on work to develop a deep technical understanding.</li>
<li>Lead, mentor, and grow a high-performing engineering team in a fast-paced environment.</li>
<li>Fos
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