Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit, and our fast-moving team is committed to leading as a 21st century company.

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 Difference You Will Make:

The Claims Experience team is responsible for providing Community Delight to 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 will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The team will drive 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. 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. 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) whilst closely monitoring for fraud detection or brand risk 
• 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 throughout the end-to-end claims process and tailor the experience and services offered to our customers’ specific needs
• 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
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Your Expertise:

• 3+ 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 by ensuring a deep understanding of our terms, policies and workflows..
• Strong verbal and written communication skills (including email, messaging and outbound phone calls) with the 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 customer 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. 
• 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

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.