This is a full-time position based in Japan. The CS Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment.

You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day: The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate - Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval - Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work - Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem - Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution - Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb - Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances - Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success - Provide insights about community experience and continuous improvement opportunities to your Management - Help document ways of working, best practices, and the norms for your service(s) as requested by management - Provides technical/functional/SME to less experienced members of the team - Shares ideas to improve processes and ways of working - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results - Displays flexibility, openness and approachability when resolving issues - Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics - You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

Your background & experience - 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts - Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. - Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. - Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise - Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders - Active listening skills to understand guest needs and provide personalized recommendations and assistance - Empathy and patience in dealing with customers, especially in high-pressure situations - Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time - Passion for delivering exceptional customer service and setting a high bar - Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively - Ability to adapt to new tasks and responsibilities as needed. - Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. - Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. - Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools - Language proficiency both English and Japanese

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.

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Join the BizTech team at Airbnb and contribute to fostering culture and connection at the company by providing reliable corporate tools, innovative products, and technical support for all teams.

As a Senior Staff Engineer in Operations, you will lead and mentor a high-performing team to scale our AI-enabled operations model and deliver AIOps solutions that streamline operational workstreams and help BizTech teams focus on their core work with confidence.

Your scope includes leading projects across multiple products and platforms, delivering world-class outcomes that create customer and community value while balancing near- and long-term needs.

Key Responsibilities:

• Lead technical strategy and discussions, partnering with Operations peers and cross-functional BizTech teams to build AIOps and automation solutions.

• Stay on top of tasks, engagements, and team interactions,active collaboration is key to success.

• Work in sprints, delivering project work across coding, testing, design, documentation, and operational readiness reviews.

• Dedicate part of each day to core Operations work, triaging tickets, spotting patterns, and driving scalable fixes that improve efficiency.

• Participate in an on-call rotation, leading high-severity incident response as both incident commander and operations engineer.

Requirements:

• 15+ years of experience across AIOps, data catalog architecture, product development, and/or Technical Operations infrastructure.

• Strong SDLC experience, including infrastructure as code, configuration management, distributed version control, and CI/CD.

• Deep expertise in complex enterprise infrastructure, especially cloud (AWS and/or Google), with a focus on AI/automation, data catalog architecture, workflows, and correlation.

• Solid understanding of corporate infrastructure and applications to translate into AIOps requirements and integrations.

• Proven ability to lead cross-team, cross-org delivery of large-scale, technically complex, ambiguous initiatives that anticipate business needs.

• Proficient in Python or Go.

• Experience building API integrations and event-driven architectures (e.g., AWS Lambda/SQS).

Preferred Qualifications:

• Experience with cloud-based infrastructure and services.

• Familiarity with containerization and orchestration tools (e.g., Docker, Kubernetes).

• Knowledge of DevOps practices and tools (e.g., Jenkins, GitLab).

• Experience with agile development methodologies and frameworks (e.g., Scrum, Kanban).

• Strong communication and interpersonal skills.

• Ability to work in a fast-paced environment and adapt to changing priorities.

Salary: $212,000-$265,000 USD per year.

Benefits: Bonus, equity, benefits, and Employee Travel Credits.

Workplace Type: Remote eligible.

Experience Level: Senior.

Employment Type: Full-time.

Category: Engineering.

Industry: Technology.

Required Skills: AIOps, data catalog architecture, product development, Technical Operations infrastructure, SDLC, infrastructure as code, configuration management, distributed version control, CI/CD, cloud (AWS and/or Google), AI/automation, data catalog architecture, workflows, and correlation.

Preferred Skills: Cloud-based infrastructure and services, containerization and orchestration tools (e.g., Docker, Kubernetes), DevOps practices and tools (e.g., Jenkins, GitLab), agile development methodologies and frameworks (e.g., Scrum, Kanban), strong communication and interpersonal skills, ability to work in a fast-paced environment and adapt to changing priorities.

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This role focuses on rapidly developing new features, and working across partner teams to deliver solutions, and maximize impact for Google and top customers.

You will be instrumental in translating cutting-edge AI research into real-world products, and demonstrating the capabilities of latest-generation models.

We are looking for engineers with a strong track record of building and shipping AI-powered software, ideally with experience in early-stage environments where they have contributed to scaling products from initial concept to production.

The ideal candidate will be motivated by the opportunity to drive product & business impact.

Key responsibilities:

• Harness frontier models to drive real-world high-impact outcomes

• Build evaluations, training data, and infrastructure to support AI deployments and rapid iterations

• Collaborate with researchers and product managers to translate research advancements into tangible product features.

• Contribute to the development of best practices for building and deploying generative AI applications.

• Contribute signal to influence the development of frontier models

• Lead the architecture and development of new products & features from 0 to 1.

About you:

In order to set you up for success as a Staff Research Engineer, Applied AI at Google DeepMind, we look for the following skills and experience:

Required Skills:

• Bachelor's degree or equivalent practical experience.

• 8 years of experience in software development, and with data structures/algorithms.

• 5 years of hands-on experience in AI research (e.g. RL, finetuning, evals), AI applications, or model deployment

• Proven experience in rapidly developing and shipping software products.

• Deep understanding of software development best practices, including testing & deployment.

• Experience with cloud computing platforms and infrastructure (e.g., Google Cloud Platform, AWS, Azure).

• Substantial experience with machine learning frameworks and libraries such as TensorFlow, PyTorch, Hugging Face, etc.

• Ability to work in a fast-paced environment and adapt to changing priorities.

Preferred Skills:

• Experience with generative AI research or applications.

• Contributions to open-source projects.

• Experience working in, or founding early stage startups.

• Experience delivering software solutions in a fast-paced, customer-facing environment.

If you are a passionate machine learning engineer with a drive to build innovative products and a desire to work at the forefront of AI, we encourage you to apply!

The US base salary range for this full-time position is between $197,000 - $291,000 + bonus + equity + benefits.

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This is a full-time position based in Japan. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.

The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Complex Case Management Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases. Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools. Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation. Become a subject matter expert in Airbnb policies and procedures. Explains and simplify complex information, provide appropriate context, and address complex questions with confidence. Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations. Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises. Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining Efficiency with Bespoke Quality Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention. Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards. Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations.

Participating in Your Team’s Improvement Leverage your functional operational knowledge to proactively lead the team to succeed. Provide insights about community experience and continuous improvement opportunities to your Management. Supports the simplification of complex processes and ways of working within the team. Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. Supports onboarding of new employees. Be a positive force in the team and help management drive & land changes with the least frictions possible. Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder Engagement You build and maintain strategic partnerships to achieve team or functional goals. Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt. Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what. Build & nurture relationships outside of your team. You are on-call to handle emergency situations in the evenings & weekends. Inspire a culture where quality is a core principle.

Your Expertise Your background & experience 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts. Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.

Your Skills & Expertise World-class interpersonal and communication skills, both written and spoken, including conflict resolution. Active listening skills. Empathy and patience in dealing with customers, especially in high-pressure situations. Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments. Passion for delivering exceptional customer service and setting a high bar. Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. Ability to adapt to new tasks and responsibilities as needed. Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly. Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives. Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. Language proficiency in both English and Japanese.

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A typical day will involve account management, where you will build and manage partner relationships within assigned territory consisting of several hundred Professional Host accounts. You will directly manage top-tier accounts to meet and exceed quarterly/annual sales goals, create and deploy scaled strategies to effectively manage and optimize the long tail of thousands of Professional Hosts in your region, and maintain a baseline understanding of the technical integration of various software partners to provide the appropriate support to your accounts.

You will educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders. You will hold regular optimization calls and business reviews with your partners, develop strong and long-lasting partnerships, respond to and deliver exceptional service to your accounts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance.

You will partner cross-functionally to address optimization bottlenecks, leverage AI extensively to achieve maximum speed and high quality in delivery, and analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to increase sales.

You will audit supply quality in the field, addressing areas for improvement, develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners.

In addition, you will work cross-functionally with product, communications, public policy, and customer support teams to ensure our long-term market success, collaborate with local office to advocate for Experiences Demand, and represent Airbnb in external meetings with Professional Hosts and at industry conferences in your market.

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This role focuses on rapidly developing new features, and working across partner teams to deliver solutions, and maximize impact for Google and top customers.

You will be instrumental in translating cutting-edge AI research into real-world products, and demonstrating the capabilities of latest-generation models.

We are looking for engineers with a strong track record of building and shipping AI-powered software, ideally with experience in early-stage environments where they have contributed to scaling products from initial concept to production.

The ideal candidate will be motivated by the opportunity to drive product & business impact.

Key responsibilities:

• Harness frontier models to drive real-world high-impact outcomes

• Build evaluations, training data, and infrastructure to support AI deployments and rapid iterations

• Collaborate with researchers and product managers to translate research advancements into tangible product features.

• Contribute to the development of best practices for building and deploying generative AI applications.

• Contribute signal to influence the development of frontier models

• Lead the architecture and development of new products & features from 0 to 1.

About you:

In order to set you up for success as a Staff Research Engineer, Applied AI at Google DeepMind, we look for the following skills and experience:

Required Skills:

• Bachelor's degree or equivalent practical experience.

• 8 years of experience in software development, and with data structures/algorithms.

• 5 years of hands-on experience in AI research (e.g. RL, finetuning, evals), AI applications, or model deployment

• Proven experience in rapidly developing and shipping software products.

• Deep understanding of software development best practices, including testing & deployment.

• Experience with cloud computing platforms and infrastructure (e.g., Google Cloud Platform, AWS, Azure).

• Substantial experience with machine learning frameworks and libraries such as TensorFlow, PyTorch, Hugging Face, etc.

• Ability to work in a fast-paced environment and adapt to changing priorities.

Preferred Skills:

• Experience with generative AI research or applications.

• Contributions to open-source projects.

• Experience working in, or founding early stage startups.

• Experience delivering software solutions in a fast-paced, customer-facing environment.

If you are a passionate machine learning engineer with a drive to build innovative products and a desire to work at the forefront of AI, we encourage you to apply!

The US base salary range for this full-time position is between $197,000 - $291,000 + bonus + equity + benefits.

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Responsibilities

• Communicate with players and solve their problems, such as lost accounts or questions regarding game details
• Provide excellent customer service through written support
• Respond to emails, tickets, and chats in a timely and professional manner
• Work in a fast-paced environment and adapt to changing priorities
• Collaborate with other team members to resolve complex issues

Requirements

• Strong written and verbal communication skills in English and Spanish
• Ability to multi-task and work in a constant evolution environment
• Excellent customer service skills
• Ability to actively listen to instructions and execute tasks communicated
• Full-time availability
• High School Diploma preferred but not required
• Living in Mexico City or Estado de Mexico

Benefits

• Salary: $10,500 gross (before taxes)
• Law Benefits
• 2 days off
• Career path
• After 3 months:

+ Medical expenses insurance + Saving funds + Grocery tickets ($1,200)

Work Arrangement

• Remote work arrangement
• Night shift (8PM - 5AM) and evening shift (12PM - 9PM) available

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Overview:

The Data Acquisition team within the Foundations organization at OpenAI is responsible for all aspects of data collection to support our model training operations. Our team manages web crawling and GPTBot services and works closely with Data Processing, Architecture, and Scaling teams. We are looking for a skilled Senior Software Engineer to join our Data Acquisition team.

Responsibilities:

• Own and lead engineering projects in the area of data acquisition including web crawling, data ingestion, and search.
• Collaborate with other sub-teams, such as Data Processing, Architecture, and Scaling, to ensure smooth data flow and system operability.
• Work closely with the legal team to handle any compliance or data privacy-related matters.
• Develop and deploy highly scalable distributed systems capable of handling petabytes of data.
• Architect and implement algorithms for data indexing and search capabilities.
• Build and maintain backend services for data storage, including work with key-value databases and synchronization.
• Deploy solutions in a Kubernetes Infrastructure-as-Code environment and perform routine system checks.
• Conduct and analyze experiments on data to provide insights into system performance.

Qualifications:

• BS/MS/PhD in Computer Science or a related field.
• 6+ years of industry experience in software development.
• Experience with large web crawlers a plus
• Strong expertise in large stateful distributed systems and data processing.
• Proficiency in Kubernetes, and Infrastructure-as-Code concepts.
• Willingness and enthusiasm for trying new approaches and technologies.
• Ability to handle multiple tasks and adapt to changing priorities.
• Strong communication skills, both written and verbal.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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Overview:

The Data Acquisition team within the Foundations organization at OpenAI is responsible for all aspects of data collection to support our model training operations. Our team manages web crawling and GPTBot services and works closely with Data Processing, Architecture, and Scaling teams. We are looking for a skilled Software Engineer to join our Data Acquisition team.

Responsibilities:

• Own and lead engineering projects in the area of data acquisition including web crawling, data ingestion, and search.
• Collaborate with other sub-teams, such as Data Processing, Architecture, and Scaling, to ensure smooth data flow and system operability.
• Work closely with the legal team to handle any compliance or data privacy-related matters.
• Develop and deploy highly scalable distributed systems capable of handling petabytes of data.
• Architect and implement algorithms for data indexing and search capabilities.
• Build and maintain backend services for data storage, including work with key-value databases and synchronization.
• Deploy solutions in a Kubernetes Infrastructure-as-Code environment and perform routine system checks.
• Conduct and analyze experiments on data to provide insights into system performance.

Qualifications:

• BS/MS/PhD in Computer Science or a related field.
• 4+ years of industry experience in software development.
• Experience with large web crawlers a plus
• Strong expertise in large stateful distributed systems and data processing.
• Proficiency in Kubernetes, and Infrastructure-as-Code concepts.
• Willingness and enthusiasm for trying new approaches and technologies.
• Ability to handle multiple tasks and adapt to changing priorities.
• Strong communication skills, both written and verbal.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

Compensation:

• $293K – $385K • Offers Equity

The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.

Benefits:

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
• 401(k) retirement plan with employer match
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
• Mental health and wellness support
• Employer-paid basic life and disability coverage
• Annual learning and development stipend to fuel your professional growth
• Daily meals in our offices, and meal delivery credits as eligible
• Relocation support for eligible employees
• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

More details about our benefits are available to candidates during the hiring process.

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What you'll do

Minimizing supplier quality issues using root cause analysis, implementing temporary solutions and permanent countermeasures to ensure minimal line impact and optimal product quality.

• Create all reporting documentation to communicate to supplier base (HTR’s, Inspection Data Sheets, Supplier Visits Reports, Etc.) that are created through utilization of lab equipment and parts measurement to drawing.

What you need

• Minimum Educational Qualifications BS ENG degree + 0 years, AS ENG degree + 4 years, HS degree + 6 years

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