Description
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.
You will join the AirCover team, which is responsible for designing, building, launching, and managing AirCover activities within Airbnb. Your role will focus on providing high-end support to users, tailoring experiences and services to their specific needs, ensuring that each user can host travelers and travel with confidence.
Your main responsibilities:
- Evaluate, examine, and settle claims submitted for AirCover products, including high-value and complex claims requiring in-depth investigations and negotiations.
- Monitor fraud indicators and mitigate risks associated with malicious individuals to protect the Airbnb brand and community.
- Verify all relevant facts and evidence to determine the outcome of each case, adhering to internal policies and processes.
- Provide personalized support and exceptional service throughout the claims process, adapting to each user's needs and preferences.
- Inform and guide users about AirCover products, terms, and policies to facilitate the settlement of their requests.
- Collaborate closely with stakeholders and third-party claims administrators to agree on case handling strategies and ensure rapid resolution for users.
- Regularly communicate with supervisors and managers to update on claim status.
- Maintain confidentiality during investigations.
- Identify gaps in processes, methods, or policies and provide feedback to improve the customer experience continuously.
- Act as a subject matter expert for organizational change initiatives and cross-functional projects.
Requirements:
- At least 5 years of experience in the fintech sector or in a customer experience role, with at least 1 year in insurance claims handling, ideally property damage claims.
- Critical thinking and proven ability to resolve complex customer problems and make fair, consistent compensation decisions.
- Excellent oral and written communication skills, with experience in customer interaction via various channels.
- Active listening to understand user needs and provide personalized recommendations and assistance.
- Ability to explain complex issues clearly and confidently.
- Analytical skills, organizational sense, and ability to work autonomously in a rapidly changing environment.
- Negotiation skills to resolve customer issues quickly and efficiently.
- Solution-oriented and results-driven, balancing fraud prevention and positive user experience.
- Calm and empathetic, with the ability to adapt to any situation and provide personalized responses.
- Fluency in French and English, both spoken and written; knowledge of any other language is an asset.
We offer:
- A regular working schedule of 5 days a week (40 hours), agreed upon with your supervisor, including weekends and holidays.
- Annual salary range: $58,000 - $68,000 CAD.
- Eligibility for bonus, equity, benefits, and Employee Travel Credits.
Our commitment to inclusion and belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diversity of ideas drives innovation and engagement, allowing us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.