Machine Learning Engineer, Community Support Platform, AI

Role Overview

Airbnb was founded in 2007 and has grown to over 5 million hosts welcoming over 2 billion guest arrivals globally. The company relies heavily on Machine Learning and Artificial Intelligence for various functions, from Trust and Payments to Customer Service and Marketing, to enhance guest and host experiences.

The Community Support Products (CSP) Machine Learning team is crucial for driving CSxAI (Customer Support x Artificial Intelligence) initiatives. This involves adopting Generative AI technologies to create an intelligent, scalable, and exceptional service experience. The team develops and enhances various AI models, ML services, and tools, including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning, and guardrail applications across Airbnb.

The richness of Airbnb's data, the complexity of its marketplace, and the product variety demand state-of-the-art AI practices. Airbnb is committed to long-term innovation and seeks top ML and AI experts to solve complex problems.

The Difference You Will Make

The current customer experiences in these domains are believed to be just scratching the surface of possible innovations. Science is seen as central to delivering a significant change for guests and hosts on Airbnb.

You will be responsible for building and leveraging cutting-edge AI technologies to transform Airbnb’s customer service, aiming to deliver a personalized, easy-to-use, and proactive customer service experience.

Many initiatives are in their early conceptual stages, offering you the opportunity to shape these ideas from inception to production, turning visionary concepts into 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.
• Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products.
• Learn and share the latest AI/ML technologies with the team across regions (China and the US).

Your Expertise

• PhD/Master’s degree, preferably in CS, or equivalent experience.
• 4+ years of ML engineering experience, with ownership responsibility over large-scale software systems.
• Background in the design and development of AI and ML systems and services, and a deep passion for building efficient and scalable ML-powered products.
• Experience with LLM driven chatbot and Agentic AI products would be a big plus.
• Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations.
• Fluency in both English and Mandarin is essential.