AirCover Specialist, Claims Experience

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 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 Op