Spécialiste de l’Expérience Réclamations

About Airbnb

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.

This role corresponds to an open position within the organization. We use automated tools to help our recruiting team effectively review a large number of applications. All final hiring decisions are made by a human.

The Community You'll Join

The AirCover team is responsible for designing, developing, launching, and managing the AirCover business within Airbnb. We have an immense responsibility to our community of Hosts and Travelers to be there when things don't go exactly as planned with their reservations. We have a lot more to build in the years to come and are looking for someone to help us manage all the necessary tasks to deliver world-class services to our community.

The Claims Experience team is responsible for providing premium support to our users by tailoring the experience and services we offer to their specific needs, so that everyone can host and travel with confidence. We develop deep empathy and understanding of each of our customer's desires and go above and beyond to create personalized interactions that leave a lasting impression throughout the claims management process. The team drives operational success across each of the AirCover products, ensuring seamless execution through the quality and speed of our interactions, while focusing on customer retention and the continued growth of our Airbnb community.

The Impact You'll Make

As a Claims Experience Specialist, you will be responsible for understanding our customers' unique needs and going above and beyond to create personalized interactions that leave a lasting impression throughout the claims management process. You will treat customers with consistency, fairness, and empathy so they feel heard and understood, and you will tailor the support provided to their specific needs to resolve issues effectively and at a high level of mutual satisfaction. By improving the end-to-end customer experience, you will help increase retention rates and ensure everyone can travel and host on Airbnb with confidence.

About You

• You are passionate about delivering exceptional and personalized experiences to our customers, anticipating their needs and understanding what makes a great user experience.
• You enjoy taking initiative in a dynamic environment, bringing a growth and execution-oriented mindset.
• You foster strong customer relationships by actively engaging with users and identifying opportunities to improve the service experience.
• You have strong knowledge and experience of the end-to-end claims management process and take full ownership of achieving a complete final resolution with care and attention.
• You identify gaps in workflows, processes, or policies while striving to provide constructive feedback as needed.

A Typical Day

• Evaluate, investigate, and resolve claims submitted on our AirCover products (including, but not limited to, host damage claims), including high-value and complex claims requiring in-depth investigation and negotiation to achieve satisfactory outcomes.
• Closely monitor fraud detection and mitigate risks associated with bad actors to protect the Airbnb brand and community.
• Verify all relevant facts and evidence to determine claim outcomes while adhering to internal policies and workflows.
• Go above and beyond to create personalized interactions and exceptional premium support throughout the claims management process, tailoring the experience offered while ensuring each user's needs and preferences are met with the utmost care and attention.
• Provide ongoing education and guidance to users on our AirCover products, their terms, and policies to enable a smooth resolution of their requests.
• Work closely with stakeholders and third-party claims administrators to align on case strategies and ensure a prompt resolution for our users.
• Regularly communicate with supervisors and the manager to provide feedback on claim status.
• Maintain a high level of confidentiality during investigations.
• Identify gaps in workflows, processes, or policies while seeking to provide constructive feedback to improve our customers' experience.
• Act as a subject matter expert for change initiatives and/or cross-functional projects within AirCover Scaled Ops and Optimization operations, including assisting internal stakeholders in testing, refining, designing, and deploying new internal products and processes.
• Support the onboarding and training of new employees throughout the onboarding process.
• Support existing team members by sharing best practices, providing technical expertise on case consultations, approvals, and escalations to improve overall team performance.

Your Skills

• 5+ years of experience in a fintech or customer experience role, with a minimum of 1+ year of experience in insurance claims management, preferably including property damage claims (first and third party).
• Excellent command of English (written and oral).
• Proficiency in a European language is a plus (e.g., French, Italian, Spanish, German, or Portuguese).
• Critical thinking skills, with a demonstrated track record in resolving complex customer problems and making consistent, fair claim decisions while adhering to policies and workflows.
• Excellent oral and written communication skills, with experience interacting with customers via multiple channels (email, messaging, 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 and the ability to organize yourself and work autonomously with rapidly changing priorities.
• Negotiation skills to ensure prompt and effective resolution of customer issues.
• Results and solutions-oriented, with the ability to balance fraud prevention and a positive user experience.
• Calm and empathetic, with the ability to adapt to any situation by personalizing responses and educating our community, while maintaining composure in difficult situations.
• A regular work schedule of 5 days per week (40 hours), mutually agreed upon with your supervisor, which may include weekends and holidays.
• The shift for this role is Tuesday to Saturday from 9 AM - 6 PM.

Preferred Experience

• Experience in driving change initiatives and/or cross-functional projects to achieve strategic goals.
• Experience working with internal stakeholders and third-party administrators to resolve complex claims in a detailed, efficient, and timely manner.

Our Commitment to Inclusion and Belonging

Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We also strive to provide an inclusive application and interviewing process for people with disabilities. If you are a disabled candidate and require reasonable accommodations to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the hiring process.

We ask you to contact us only if you are a candidate whose disability prevents you from completing our online application.

How We'll 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. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

$63,000—$63,000 CAD

Key skills/competency

• Customer Experience
• Claims Management
• Problem Solving
• Communication
• Empathy
• Negotiation
• Fraud Detection
• Policy Adherence
• Customer Retention
• Investigative Skills