Principal, Customer Support, Strategic Finance

Airbnb
United States
Workplace: RemoteFull timeUSD 168,000 - 206,000 annuallyFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Communication","Leadership","Problem-solving","Negotiation","Strategic thinking"]

A senior finance role partnering with Airbnb’s Community Support Product and Experience team to evaluate ROI, inform investment decisions, and drive cost optimization across CS technology and operations. You’ll build financial frameworks, conduct strategic analyses, manage vendor spend and contracts, and influence cross-functional leadership on product initiatives and AI-enabled support strategies.

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FursaFursa
Airbnb
Airbnb
5 months ago

Principal, Customer Support, Strategic Finance

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Last checked: 15 hours agoStatus: Live

Job Summary

A senior finance role partnering with Airbnb’s Community Support Product and Experience team to evaluate ROI, inform investment decisions, and drive cost optimization across CS technology and operations. You’ll build financial frameworks, conduct strategic analyses, manage vendor spend and contracts, and influence cross-functional leadership on product initiatives and AI-enabled support strategies.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Build and refine frameworks to measure ROI and cost-effectiveness of technology built or deployed within CS, surfacing where investments are working and where spend should be reallocated.
  • •Develop financial and strategic analyses to evaluate various support models, AI impact, and unit economics, sizing cost, retention, and contribution margin impact.
  • •Own and maintain CS Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking — monitoring software usage, budget vs. actuals, and contract terms including MSAs to identify risks and opportunities
  • •Own and continuously refine financial models for budgeting, monthly forecasting, long-range planning, and scenario analysis for the Community Support Product and Experience team.
  • •Provide financial analysis and deal support for negotiations with Tech vendors to secure optimal pricing and contract terms

Pay and Benefits

Salary: USD 168,000 - 206,000 annually

Key Requirements

  • •10+ years of relevant experience in strategic finance, investment banking, management consulting, or a technically rigorous strategy role, ideally with meaningful exposure to customer support, technology-driven operations, or product organizations.
  • •Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders.
  • •Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis; comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data.
  • •Familiarity with SQL or willingness to learn; able to independently extract, manipulate, and analyze large datasets and develop strategic narratives for an executive audience.
  • •Track record of thriving in ambiguous environments and delivering actionable, business-impacting recommendations.
Experience:10+ yearsFinanceStrategic financeInvestment bankingManagement consultingTechnology operations
Education:Bachelor's
Skills:CommunicationLeadershipProblem-solvingNegotiationStrategic thinking
Languages:English
Tech Stack:SQLTableauPower BIExcel

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn