The Community You Will Join: 

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and Guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Claims Experience team is responsible for providing premium support for our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We develop a deep empathy and understanding of each of our customer’s desires, and go above and beyond to create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

We are looking for people who have

• 5+  years in a fintech or customer experience role , with a minimum of 1+ years experience handling insurance claims, preferably including first and third party property damage claims
• Critical thinking skills with a proven track record in solving challenging customer problems and making claims decisions with consistency and fairness whilst adhering to policy terms and workflows
• Strong verbal and written communication skills with experience interacting with customers through multiple channels including email, messaging and phone
• Active listening skills to understand user needs and provide personalized recommendations and assistance
• Ability to explain complex and sensitive issues to customers with confidence and clarity
• Analytical skills with the ability to organize and work independently with rapidly changing priorities
• Negotiation skills to ensure customer issues are resolved in a timely and efficient manner
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive user experience
• Calm and Empathetic with ability to adapt to any situation by personalizing responses and educating our community whilst remaining level headed in challenging situations
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays 

About you

• You are passionate about delivering  exceptional and tailored experiences for our customers, anticipating their needs and understanding what great looks like for the user experience 
• You are someone who thrives in taking initiative in a fast-moving environment, bringing a growth mindset and bias toward execution. 
• You foster strong customer relationships by actively engaging with users and identifying opportunities to enhance the service experience
• You are knowledgeable and experienced in the end to end claims process and take full ownership for reaching a complete final resolution with care and attention  
• You identify gaps in workflow, process or policy whilst striving to provide upward feedback as required

Preferred experience

• Experience working on change initiatives and/or cross-functional projects to meet strategic goals.
• Experience working with internal stakeholders and third party administrators to resolve complex claims in a detailed, effective and timely manner
• Proficiency in English and another language

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.