Claims Experience Specialist

About Airbnb

Founded in 2007, Airbnb began with two hosts welcoming three guests into their San Francisco home. Since then, the platform has expanded to more than 5 million hosts and over 2 billion guest arrivals across nearly every country in the world. The company enables people to stay and experience places in ways that feel more connected to local communities.

Role overview

This opening is for an existing position within the organization. Automated screening tools are used to help review applications efficiently, but all final hiring decisions are made by a person.

The team

You would join the AirCover organization, which develops, launches, and runs the AirCover business within Airbnb. The team carries major responsibility for supporting Hosts and Guests when reservations do not go as expected.

The Claims Experience group focuses on premium support by adapting service to each user’s needs so people can host and travel with confidence. The team aims to create thoughtful, personalized interactions across the full claims journey, while also improving operating performance, customer retention, and growth across AirCover products.

What you will do

In this position, you will work to understand customer needs and deliver tailored support that leaves a strong and positive impression throughout the claims lifecycle. You will handle people with consistency, fairness, and empathy, while resolving matters efficiently and to a high standard of satisfaction.

The role is fully remote within Canada.

Key responsibilities

• Assess, review, and resolve claims across AirCover products, including complex and high-value Host Damage Protection matters that may require detailed investigation and negotiation.
• Watch for fraud indicators and reduce exposure to risky or harmful activity that could affect the Airbnb brand and community.
• Confirm the relevant facts and supporting evidence before deciding outcomes, while following internal rules and workflows.
• Deliver individualized, high-touch support throughout the claims process so each customer feels understood and cared for.
• Educate users on AirCover products, policy terms, and procedures to help move requests toward resolution smoothly.
• Coordinate with internal partners and third-party claims administrators to agree on case strategy and secure timely resolution.
• Keep supervisors and managers updated on claim status and key developments.
• Handle investigations with a strong focus on confidentiality.
• Identify process, workflow, or policy gaps and share feedback to help improve the customer experience.
• Serve as a subject matter resource for change initiatives and cross-functional projects across the AirCover Scaled Ops and Optimization organization.
• Help internal teams test, refine, design, and roll out new internal tools and processes.
• Support onboarding by training and mentoring new hires.
• Share best practices, technical guidance, and support on consults, approvals, and escalations to improve team performance.

What makes you a strong fit

• You care deeply about delivering excellent, personalized customer experiences and understanding what a great user journey looks like.
• You take initiative in fast-paced settings and bring a growth-oriented mindset with a strong bias for execution.
• You build strong customer relationships by engaging actively and spotting opportunities to improve service quality.
• You have experience managing claims from beginning to end and taking full ownership until final resolution.
• You can identify gaps in process or policy and raise constructive feedback when needed.

Experience and qualifications

• At least 5 years of experience in fintech or customer experience.
• At least 1 year of hands-on experience handling insurance claims, ideally involving first-party and third-party property damage claims.
• Excellent English communication skills, both written and spoken; French is considered an asset.
• Strong critical thinking ability and a history of solving difficult customer issues with fairness and consistency while following policy and workflow requirements.
• Comfort communicating with customers across email, messaging, and phone.
• Strong active listening skills and the ability to offer personalized guidance and recommendations.
• Ability to explain complex or sensitive matters clearly and confidently.
• Strong analytical ability and the capacity to work independently in a fast-changing environment.
• Good negotiation skills to help close cases promptly and efficiently.
• A solution-focused mindset that balances fraud prevention with a positive user experience.
• Calm, empathetic, and adaptable behavior in challenging situations.
• A schedule of 5 days per week and 40 hours per week, agreed with your supervisor, may include weekends and company-wide/public holidays.
• The expected shift is Tuesday through Saturday, 9:00 am to 6:00 pm ET.

Preferred experience

• Experience contributing to change initiatives or cross-functional projects that support strategic goals.
• Experience working with internal stakeholders and third-party administrators to resolve complex claims in a detailed, effective, and timely way.

Inclusion and accommodations

Airbnb is committed to attracting candidates from a broad and diverse talent pool. The company believes varied perspectives help drive innovation and stronger products, services, and solutions, and all qualified candidates are encouraged to apply.

The company also supports an inclusive application and interview process for candidates with disabilities who need reasonable accommodation. Requests should include the candidate’s full name, the role being applied for, and the accommodation needed. This contact path is intended only for candidates whose disability prevents them from completing the online application.

Compensation and benefits

The base pay range is annualized and may change over time. Actual pay depends on factors such as training, transferable skills, work experience, business needs, and market conditions. This role may also qualify for bonus, equity, benefits, and Employee Travel Credits.

Canada annual pay range: CAD 63,000 to CAD 63,000.