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 part of the Aircover team. Claims Experience 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.

The team drives operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.

The Difference You Will Make:

You will be responsible for understanding the unique needs of our customers and go above and beyond to create personalized interactions that leave a lasting impression throughout the end-to-end claims process. 

You will treat customers with consistency, fairness and empathy so that they feel heard and understood, and will tailor the support provided to their specific needs to resolve issues efficiently and to a high level of mutual satisfaction.

By enhancing the customer experience from end to end you will help drive retention rates and ensure that everyone can travel and host on Airbnb with confidence.

A Typical Day: 

• Evaluate, investigate and resolve claims submitted across our Aircover products (including but not limited to Host Damage Protection claims) including claims of high value and complexity that require complex investigation and negotiations to reach satisfactory outcomes
• Closely monitor for fraud detection and mitigate risks associated with bad actors to protect the Airbnb brand and community
• Verify all relevant facts and evidence to determine case resolution outcomes whilst following internal policies and workflows
• Go above and beyond to create personalized interactions and exceptional premium support throughout the end-to-end claims process, tailoring the experience offered whilst ensuring each user’s needs and preferences are met with the highest level of care and attention 
• Provide continuous education and guidance for users about our Aircover products, terms and policies to enable the seamless resolution of their requests
• Work closely with stakeholders and third party claims administrators to align on case strategies and ensure a timely resolution is reached for our users
• Communicate regularly with Supervisors and Manager to provide feedback on the status of claims 
• Maintain high levels of confidentiality whilst conducting investigations
• Identify gaps in workflow, process or policy whilst striving to provide upward feedback as required to further improve the experience for our customers
• Act as subject matter expert for change initiatives and/or cross functional projects taking place across the Aircover Scaled Ops and Optimization org, including assisting internal stakeholders to test, refine, ideate, and deploy new internal products and processes

Your Expertise:

• 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 Travel requirements (if applicable)
• Preferred skill-sets:
  • 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

Your Location:

This position is Canada - 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 province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces 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.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is newly created and does not replace or backfill an existing position. OR This role is for an existing vacancy within the organization.