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Airbnb Logo Airbnb · IT - Administration

Knowledge Editor

India, Gurugram 980000.00 - 1370000.00 INR / Year · Job Posted April 23, 2026
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Job Description

Knowledge Editor will be responsible for maintaining the knowledge platforms, communications and information/process flows for our frontline specialist. You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agents facing content.

Job Responsibility

  • Maintain, write, and review single-source-of-truth content (such as workflows and guideline documentation) for internal knowledge platforms
  • Elaborate workflows to include structured process steps, including system and tool instructions
  • Create reusable content and ensure work instructions meet content standards
  • Distill complex concepts into clear, easy-to-understand communications and develop/execute communication strategies
  • Triage and maintain content and workflow feedback across the organization
  • Build and maintain strong relationships with CS Operations, Partners, Training, Quality, Business Process, and Planning teams
  • Leverage data insights (where available) to identify content gaps, improve usability, and drive continuous content optimization
  • Explore and apply AI-powered tools (e.g., content generation, summarization, search optimization) to enhance content quality and efficiency

Requirements

  • 5+ years of experience in technical writing or relevant experience
  • Excellent writing, editing, and proofreading skills
  • Work autonomously in a fast-paced environment
  • Proven ability to think like a customer and understand agent behavior, in-depth knowledge of customer service and contact center operations
  • Demonstrated capacity for critical thinking and analysis in complex projects
  • Familiarity with project management methodologies, tools and phases of the project lifecycle
  • Ability to engage and influence cross-functional consensus and collaboration
  • BA/BS degree or equivalent practical experience
  • Experienced working with shared service organizations such as Training, QA, PMO, OCM and Partner Management to drive performance

Nice to have

  • Experience setting up Knowledge/KCS platforms with CMS applications (Drupal, Confluence, ContentStack, blogging tools, etc.) a plus
  • Six-Sigma, PMP, ITIL, Prince2 Agile and SCRUM Master certification an advantage
  • Innovation mindset, problem solving attitude

What we offer

  • bonus or incentives
  • one or more equity programs
  • benefits
  • Employee Travel Credits
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