Claims Experience Specialist job opportunity at Airbnb Inc.

How you’ll make an impact 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. In this role you’ll get to 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 Ops and Optimization org, including assisting internal stakeholders to test, refine, ideate, and deploy new internal products and processes Support the training and mentoring of new hires throughout the onboarding process Support existing team members by sharing best practices, providing technical expertise on case consults, approvals and escalations in order to help improve overall performance of the team