Role: Claims Experience Specialist
Location: Remote, Canada
Duration: 10-Month Contract (Extension Potential)
Rate: $35.00 per hour
Full-time: 40 hours per week.
Overview
Airbnb's AirCover team is responsible for building, launching, and managing programs that protect Hosts and Guests when things don't go as planned during their reservations. As a Claims Experience Specialist, you will play a critical role in delivering best-in-class support and claims resolution while helping maintain trust across the Airbnb community.
The Claims Experience team provides premium customer support by tailoring the claims experience to the individual needs of Hosts and Guests. This role combines claims investigation, customer advocacy, risk mitigation, and operational excellence to ensure every claim is handled fairly, efficiently, and with empathy.
Key Responsibilities
- Investigate, evaluate, and resolve claims submitted under AirCover products, including high-value and complex property damage claims.
- Conduct detailed investigations, gather evidence, and verify relevant facts to determine appropriate claim outcomes.
- Negotiate resolutions while balancing policy adherence, fairness, customer satisfaction, and business risk.
- Identify and mitigate fraud risks, helping protect both the Airbnb brand and community.
- Deliver exceptional customer experiences by providing personalized support throughout the entire claims lifecycle.
- Educate Hosts and Guests on AirCover products, policies, coverage, and claims procedures.
- Collaborate closely with internal stakeholders and third-party claims administrators to develop resolution strategies and drive timely outcomes.
- Maintain regular communication with leadership regarding claim status, trends, and escalations.
- Handle sensitive information with a high degree of confidentiality and professionalism.
- Identify opportunities for process, workflow, and policy improvements that enhance the customer experience.
- Share best practices and support team development to improve overall operational performance.
Required Qualifications
- 3+ years of experience in customer experience, operations, fintech, insurance, or a related environment.
- Minimum 1+ year of insurance claims experience, preferably involving:
- Property damage claims
- Homeowners/property insurance claims
- Travel insurance claims
- First-party or third-party claims handling
- Strong investigative and analytical skills with the ability to evaluate facts and make fair, consistent claims decisions.
- Experience managing multiple cases while balancing competing priorities in a fast-paced environment.
- Excellent written and verbal communication skills across email, messaging, and phone channels.
- Strong negotiation and conflict-resolution skills.
- Ability to explain complex policies, coverage decisions, and sensitive outcomes clearly and confidently.
- Critical thinker with strong problem-solving abilities and sound judgment.
- Customer-focused mindset with a commitment to delivering high-quality service.
- Ability to work independently while maintaining accuracy and attention to detail.
Preferred Experience
- Property claims adjusting or property claims investigation experience.
- Fraud detection, risk assessment, or claims compliance experience.
- Experience working with third-party administrators, insurance carriers, or claims management organizations.
- Background supporting premium or high-touch customer experiences.
About the Ideal Candidate
- Passionate about delivering exceptional customer experiences and earning customer trust.
- Empathetic, patient, and able to handle sensitive situations professionally.
- Takes ownership of issues from initial intake through final resolution.
- Comfortable making decisions in ambiguous situations while following policies and guidelines.
- Thrives in a fast-paced, evolving environment and demonstrates a strong bias for action.
- Builds strong relationships with customers and stakeholders through effective communication and collaboration.
- Continuously seeks opportunities to improve processes, workflows, and the overall customer experience.
- Committed to treating every customer with fairness, consistency, and respect.
Schedule
- Schedule may include weekends, public holidays, and company-observed holidays as determined by business needs.
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