Staff Data Scientist - Algorithms, Support Products

| Seattle
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Airbnb has become a global platform that connects travelers and hosts from over 34,000 cities. At the backbone of this is a world class customer support team and the innovative technology that enables them. We believe that our service will be a major differentiator and drive Airbnb’s global success and growth. 

The Support Products team is building a technology platform that supports Airbnb as it scales, delivering an exceptional level of customer service while also improving efficiency for customer service agents. Machine learning is key to this vision.

We are seeking a senior data scientist to join our growing Seattle team leveraging machine learning to transform Airbnb support. In addition to collaborating with engineers, designers, product managers, and other data scientists, you will leverage Airbnb’s rich and unique data and state-of-art machine learning infrastructure. 

We have an incredible team of data scientists, our work is highly sought-after, and our impact on the business is tremendous. If you have a proven background in this field and are excited to help build Airbnb’s community, we want to hear from you.

Some projects that you could work on:

  • Predicting when a customer might have an issue and proactively providing self-solve options.
  • Conversational assistant (Chatbot) to solve simple cases with minimal human intervention, gather relevant information, and escalate to human agents when necessary.
  • Smart Customer Support Agent Tools or automated resolution tools to enable efficient and consistent resolution of users’ help requests
  • Route customer issues to the right customer service agent, matching supply and demand to minimize customer wait times.
  • Capacity planning models to staff agents with time varying demand and variable service time to minimize wait time in the most cost efficient way.

Some examples of traits that we value: 

  • Advanced degree in a quantitative field 
  • 3+ years in industry experience developing machine learning models at scale from inception to business impact.
  • Deep understanding of modern machine learning techniques, experience with natural language processing preferred.
  • Strong programming skills (Python or R preferred).
  • Data analytics and data engineering skills (i.e. Hive, Presto, Spark).
  • Proven ability to tailor machine learning solutions to business problems in a cross functional team.
  • Experience with distributed machine learning and computing framework (i.e. Spark) preferred.
  • Experience productionizing machine learning models is a plus.

Benefits

  • Stock
  • $2,000 yearly employee travel coupon
  • Competitive salary
  • Paid time off 
  • Medical, dental, & vision insurance
  • Life & disability coverage
  • 401K
  • Flexible Spending Accounts
  • Apple equipment
  • Daily breakfast, lunch, and dinner 
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Location

720 Olive Way, Seattle, WA 98101

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