Overview

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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

The AirCover team is charged with designing, building, launching, and running AirCover at Airbnb. We have a huge responsibility to our community of hosts and guests to be there when things do not go exactly as planned with their reservations. The challenges are numerous in the coming years, and we are looking for someone to help us coordinate our priorities and deliver a flawless experience to our community.

The Claims Experience team is part of the AirCover team. It provides high-end support to our users by adapting the experience and services offered to their specific needs, so that everyone can host and travel with confidence. We cultivate a deep understanding and empathy towards the expectations of each of our clients, and we go beyond expectations to create personalized interactions that leave a lasting impression throughout the claims process, from start to finish.

The team ensures the operational success of all AirCover products and delivers flawless execution through the quality and speed of our exchanges, all while keeping an eye on loyalty and the continued growth of our Airbnb community.

The difference you will make

You will be responsible for understanding the unique needs of our clients and going beyond expectations to create personalized interactions that leave a lasting impression throughout the claims process, from start to finish.

You will treat our clients with consistency, fairness, and empathy, so that they feel heard and understood. You will adapt the support offered to their specific needs in order to effectively resolve client problems, to the satisfaction of all parties. By improving the end-to-end client experience, you will help increase loyalty rates and allow everyone to host and travel on Airbnb with confidence.

A typical day

  • Evaluate, review, and settle claims submitted for AirCover products (including, but not limited to, host damage protection and guest rebooking assistance).
  • Closely monitor fraud indicators and mitigate risks associated with malicious individuals.
  • Verify all relevant facts and evidence to determine the outcome of each case.
  • Go beyond expectations to create personalized interactions and offer high-end support to users.
  • Continually educate and guide users about our products, conditions, and policies.
  • Work closely with stakeholders and third-party claims administrators to deliver exceptional service.
  • Communicate regularly with supervisors and managers to report on case status.
  • Maintain a high level of confidentiality during investigations.
  • Identify gaps in processes, working methods, or policies, and share feedback to improve them.
  • Act as a subject matter expert for change initiatives and cross-functional projects.

Your expertise

  • 5+ years of experience in the financial technology (fintech) industry or in a similar customer-facing role.
  • Critical thinking and proven ability to solve complex customer problems and make decisions.
  • Excellent oral and written communication, and experience interacting with clients by phone, email, and chat.
  • Active listening to identify user needs and offer recommendations.
  • Ability to explain complex and sensitive issues to clients with confidence and clarity.
  • Analytical skills, organizational skills, and ability to work independently in a fast-paced environment.
  • Negotiation skills to resolve client problems quickly and effectively.
  • Solution and results orientation, with the ability to balance fraud prevention and customer satisfaction.
  • Calm and empathy, with the ability to adapt to any situation by personalizing responses.
  • A regular work schedule of 5 days per week (40 hours), agreed with your manager.
  • Experience leading change initiatives or cross-functional projects.
  • Experience collaborating with internal stakeholders and third-party administrators.
  • Fluency in English, oral and written; knowledge of any other language is an asset.

Your location

Because of the nature of this role, the successful candidate will need to be based in Canada to be eligible for this role.

How we will take care of you

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands.

Canada Annual Pay Range
$58,000-$68,000 CAD