- Company: Airbnb
- Location: Canada (Remote within BC, ON, QC, AB, SK)
- Job type: Full-time
- Salary: CAD 58,000 – 68,000
About the role
Join Airbnb’s AirCover team to provide high-quality support to hosts and guests. The Claims Experience team is dedicated to ensuring a seamless and empathetic experience when things don’t go as planned with a reservation. You will help coordinate priorities and deliver exceptional service to our community.
Responsibilities
- Evaluate, investigate, and resolve AirCover claims, including high-value and complex cases requiring negotiation.
- Monitor fraud indicators and mitigate risks to protect the Airbnb brand and community.
- Verify facts and evidence to determine claim outcomes in accordance with internal policies.
- Provide personalized, high-end support throughout the claims process to meet user needs.
- Guide users on AirCover products, terms, and policies to facilitate claim resolution.
- Collaborate with internal stakeholders and third-party claims administrators to ensure timely settlements.
- Communicate regularly with supervisors on claim status and maintain confidentiality during investigations.
- Identify process gaps and provide feedback to improve the customer experience.
- Act as a subject matter expert for change initiatives and cross-functional projects.
Requirements
- 5+ years of experience in fintech or customer experience roles.
- At least 1 year of experience in insurance claims processing, ideally property damage claims.
- Strong critical thinking and problem-solving skills to handle complex client issues.
- Excellent verbal and written communication skills across email, chat, and phone.
- Ability to explain complex issues clearly and confidently to clients.
- Strong analytical skills, organization, and ability to work autonomously in a fast-paced environment.
- Negotiation skills to resolve client issues efficiently.
- Fluency in both French and English (oral and written); other languages are an asset.
- Must be based in Canada, specifically in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.
- Willingness to work a regular 5-day schedule (40 hours) that may include weekends and holidays.
Pay and benefits
- Annual base pay: CAD 58,000 – 68,000.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Actual base pay depends on training, transferable skills, work experience, business needs, and market demands.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
