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Agent Comms Strategist

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Airbnb

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Location:
Ireland

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

64000.00 - 75000.00 EUR / Year
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Job Description:

The Agent Comms team will centralize and streamline efforts to broadcast messages for support agents to learn about critical and urgent changes, such as product or feature launches, major workflow redesigns, natural disasters, outages, and more, through current and future iterations of existing agent-facing tools. As an Agent Comms Strategist, you are entrusted with shaping the strategic direction of agent communications, leveraging cross-functional relationships and advanced insights to enhance the effectiveness of messaging in concert with a knowledge strategist. This role ensures alignment and coordination among upstream and downstream stakeholders to create impactful updates for agents.

Job Responsibility:

  • Build, maintain, and develop partnerships with upstream and downstream stakeholders to align communication priorities with organizational goals
  • Monitor and refine editorial calendars for maximum impact and alignment across content delivery systems
  • Collaborate with cross-functional teams to ensure communication and learning strategies enhance agent readiness and efficiency
  • Act as a thought leader in assessing and improving the team’s communication tools and workflows
  • Evaluate agent feedback cycles and effectiveness metrics to recommend strategic changes for various Agent Comms audiences
  • Inform long-term communication objectives and strategies for the Agent Comms team, and influence agent tooling roadmaps by working closely with the Knowledge Strategist
  • Provide mentorship and guidance to the Agent Comms team to improve role clarity and performance outcomes

Requirements:

  • Bachelor’s degree in Communication, Information Architecture, Learning/Education, Business Administration, or a related field
  • 7+ years of relevant experience in strategic communication or stakeholder engagement
  • Advanced strategic thinking
  • cross-functional leadership
  • data-driven decision-making
  • proficiency in communication technology systems

Nice to have:

Demonstrated experience in strategic planning, project management and tool development in a support or communications context

What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
March 22, 2026

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