Senior Quality Assurance Specialist - Customer Support

Overview

Airbnb is seeking a Senior Quality Assurance Specialist for the Customer Support team. This remote-friendly role focuses on ensuring the quality and reliability of our customer support tooling and workflows. You will collaborate with Product, Engineering, and Support teams to uphold high standards for customer interactions on the Airbnb platform.

Responsibilities

• Develop and execute comprehensive test plans and test cases for customer support tools and workflows.
• Collaborate with Product, Engineering, and Customer Support to understand requirements and define clear acceptance criteria.
• Perform manual testing and, where applicable, automate repetitive test scenarios using appropriate automation tools.
• Create and maintain test data, test environments, and regression suites; contribute to release readiness activities.
• Document and track defects in our issue tracker (e.g., Jira), verify fixes, and communicate risks to stakeholders.
• Evolve QA processes, metrics, and best practices to improve the quality of customer support platforms.
• Support post-release validation and monitoring to ensure stable customer experiences.

Requirements

• 5+ years of QA experience, preferably in customer support or service software.
• Strong knowledge of QA methodologies, including both manual and automated testing.
• Experience with Jira and TestRail or similar test management tools.
• SQL knowledge for data validation and verification.
• Excellent communication and collaboration skills; ability to work effectively with cross-functional teams in a remote environment.
• Ability to write clear, concise test cases and acceptance criteria.

Nice-to-have

• Experience with customer support tooling (e.g., Zendesk) and data privacy considerations.
• Familiarity with basic scripting or automation frameworks (e.g., Selenium) is a plus.

Benefits

Airbnb offers a competitive compensation package with equity where applicable, comprehensive health benefits, generous time off, and a supportive remote-first culture.

About Airbnb

Airbnb is a leading marketplace that connects people to unique travel experiences and stays around the world. We pride ourselves on building inclusive, trusted products that enable people to belong anywhere.