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.
Airbnb began in 2007 when two Hosts welcomed three guests into their home in San Francisco, and has since grown to more than 4 million Hosts who have welcomed more than one billion guests in nearly every country around the world. Every day, Hosts offer unique stays and experiences that allow guests to connect with communities in a more authentic way.
The team you will join:
The AirCover team is responsible for designing, building, launching and managing AirCover activities within Airbnb. We have a great responsibility to our community of hosts and travelers: to be there when things do not go exactly as planned with their bookings. Many challenges lie ahead in the coming years, and we are looking for someone to help us coordinate our priorities and deliver a flawless experience to our community.
The Claims Experience team is part of the AirCover team. It provides premium support to our users by tailoring the experience and services offered to their specific needs, so that everyone can host travelers and travel with confidence. We cultivate a deep understanding of and empathy for the expectations of each of our customers, and we go beyond expectations to create personalized interactions that leave a lasting impression throughout the claims process, from start to finish.
The team ensures the operational success of all AirCover products and delivers flawless execution through the quality and speed of our interactions, while focusing on customer loyalty 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 going beyond expectations to create personalized interactions that leave a lasting impression throughout the claims process, from start to finish.
You will treat our customers with consistency, fairness and empathy, so that they feel heard and understood. You will tailor the support offered to their specific needs in order to resolve issues effectively, to the satisfaction of all parties. By improving the customer experience end to end, you will help increase retention rates and enable everyone to host travelers and travel on Airbnb with confidence.
A typical day:
- Assess, review and settle claims submitted for AirCover products (including, but not limited to, claims related to Host damage protection), including high-value and highly complex claims that require in-depth investigations and negotiations to reach satisfactory outcomes
- Closely monitor fraud indicators and mitigate risks associated with malicious individuals in order to protect the Airbnb brand and its community
- Verify all relevant facts and evidence to determine the outcome of each case, in accordance with internal policies and processes
- Go beyond expectations to create personalized interactions and deliver exceptional premium support throughout the claims process, tailoring the experience and ensuring the needs and preferences of each user are met with the utmost care and attention
- Continuously inform and guide users about our AirCover products, terms and policies to facilitate the resolution of their claims
- Work closely with stakeholders and third-party claims administrators to agree on case-handling strategies and ensure rapid settlement for our users
- Communicate regularly with supervisors and the manager to update them on the status of claims
- Maintain a high level of confidentiality during investigations
- Identify gaps in processes, working methods or policies, and provide feedback to senior levels as needed in order to continuously improve our customers' experience
- Act as a subject-matter expert for change initiatives and cross-functional projects within the Aircover Scaled Ops and Optimization organization, including helping internal stakeholders test, refine, design and deploy new products and internal processes
Your expertise:
- 5 years or more of experience in the financial technology (fintech) sector or in a customer experience-focused role, including at least 1 year in insurance claims handling, ideally property damage claims, for both insureds and third parties
- Critical thinking and a proven ability to resolve complex customer issues and make compensation decisions consistently and fairly, in accordance with policy terms and established processes
- Excellent oral and written communication skills, and experience communicating with customers through various channels, including email, messaging and phone
- Active listening skills to understand user needs and provide personalized recommendations and assistance
- Ability to confidently and clearly explain complex and sensitive issues to customers
- Analytical skills, strong organizational skills, and the ability to work autonomously in a context where priorities change quickly
- Negotiation skills to resolve customer issues quickly and effectively
- Solutions- and results-oriented, with the ability to balance fraud prevention and a positive user experience
- Calm and empathetic, with the ability to adapt to any situation by personalizing responses and informing our community, while staying composed in difficult situations
- A regular work schedule of 5 days per week (40 hours), agreed upon with your supervisor, which includes weekends and public holidays, including company holidays. Travel (if applicable)
- Experience leading change initiatives or cross-functional projects aimed at achieving strategic objectives
- Experience collaborating with internal stakeholders and third-party administrators to resolve complex claims rigorously, efficiently and quickly
- Mastery of French and English, both spoken and written; knowledge of any other language is an asset.
Your location:
Due to the nature of this role, the successful candidate must be based in Canada in order to perform the work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continually updated; please check with us whether the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodations needed to help you in the recruitment process.
We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human.
This role corresponds to a vacant position within the organization.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$58,000—$68,000 CAD
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.