Analyst, Customer Support, Strategic Finance

The Difference You Will Make:

The Analyst, Community Support Strategic Finance will be a vital contributor to the Community Support organization. This individual will deliver actionable financial analysis, forecasting, and insights that power efficient operations and exceptional customer service. This role offers meaningful exposure to the full spectrum of Community  Support, spanning headcount planning, payroll forecasting, variable cost modeling, and ROI investments, in a dynamic, high-impact environment. You'll work closely with business partners to support scalable, world-class customer experiences while helping maintain strong financial performance.

A Typical Day: 

• Perform monthly budget vs. actuals (BVA) analysis across Community Support spend categories, including headcount, technology platforms, vendor services, and per-unit metrics; deliver clear variance explanations and insights for leadership.
• Own Payroll and headcount forecasting for the Community Support organization, including sizing the financial impact of headcount changes across location, level, and job family
• Assist in cost planning initiatives by tracking actuals against forecasts, identifying efficiency opportunities, and contributing to scenario modeling.
• Prepare monthly financial reporting and targeted ad hoc analyses for Community Support stakeholders, highlighting key drivers of cost and performance.
• Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking.
• Support the annual planning cycle by developing planning templates, supporting headcount asks, modeling cost impact, and guiding Community Support leaders through planning processes 

Your Expertise:

• • 2+ years of experience in investment banking, strategic finance, consulting or a related analytical role; prior exposure to operations organizations is a plus.
  • Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis. 
  • Able to maintain financial models; experience with planning tools such as Oracle or Anaplan is a plus. 
  • Clear, concise communication skills with the ability to present financial findings to non-finance partners.
  • Detail-oriented, proactive, and comfortable navigating a fast-paced setting with shifting priorities.
  • Genuine passion for customer operations and the intersection of finance and operations. 

  Preferred Qualifications

  • Familiarity with SQL and data visualization software is a plus
  • Familiarity with customer support platforms and workforce management tools

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.