Claims Experience Specialist

At SafetyWing (YC W18), we’re building a global social safety net for remote workers - simple health, insurance, and retirement products designed to replace national welfare systems. Our mission is to remove geographical borders as a barrier to equal opportunity and freedom for everyone. If we succeed, we believe this will be one of the most important tasks of our time.

🌎 About this Role

We are seeking a Claims Experience Specialist to deliver a fair, transparent, and human claims journey for our members. In this role, you will support members throughout the claims process, especially in escalated or complex situations, and serve as a subject matter expert for one of our product lines.

You will work closely with members, our adjudication partners, and internal teams to ensure every decision is accurate, well-reasoned, and clearly communicated. This is a role for someone who loves solving complex problems, communicating with clarity, and improving processes based on real case insights.

DepartmentOperationsEmployment TypePermanent - Full TimeLocationRemoteWorkplace typeFully remote

👩‍💻 Your responsibilities will include:

• Navigating difficult cases - helping members through complex claims, complaints, and appeals with clarity, kindness, and honesty
• Translating decisions - explaining coverage decisions in a straightforward, human way so members always understand what's happening and why
• Quality assurance - reviewing claim decisions from our adjudication partners and speaking up when something doesn't look right
• Member feedback loop - following up with members who leave NPS feedback and identifying patterns to share with product and customer-facing teams
• Knowledge building - documenting product-specific details, edge cases, and lessons learned so the whole team can work smarter
• Cross-functional collaboration - working with Customer Care, Product, Insurance Ops, Account Managers, and our adjudication partners to get members the answers they need
• Process improvement - identifying gaps in workflows and proposing solutions based on real case insights

🧪 We are looking for someone who:

• Has experience in customer service or claims handling within the insurance industry or a highly regulated environment (healthcare, fintech, legal)
• Can demonstrate experience handling claims or tricky customer situations with patience, clarity, and fairness
• Has strong ability to create positive outcomes through clear, supportive, and solution-oriented communication, even when delivering difficult news
• Is detail-oriented and proactive: you spot gaps before they become problems and contribute to continuous improvement
• Has excellent English language skills (written and spoken) - you can explain complex insurance concepts in simple language
• Thrives working independently in a remote environment with confidence navigating ambiguous or complex cases
• Is comfortable with async communication and managing their time across time zones

*� We like to work with people who:

• Want to help build a global social safety net on the Internet
• Think for themselves instead of copying others
• Are willing to try new things, even with the risk of failure
• Are intellectually curious and open to new ideas
• Are creative and bold in the face of any problems
• Have strong integrity and do the right thing

🧘 Benefits beyond base pay:

• Fully remote work environment – work from anywhere globally
• Our own global safety net, giving you worldwide health, income, and travel coverage
• A minimum of four weeks of vacation per year
• A new laptop
• Potential to unlock equity compensation, yearly home office allowance and more!

🚀 We look forward to hearing from you!

About SafetyWing

SafetyWing was founded to support nomads like ourselves by building an adaptable software-based global social safety net.

Our products are created by a fully remote team distributed across the globe and stretching ten timezones while headquartered in San Francisco.

We’re here to remove the role of geographical borders as a barrier to equal opportunities and freedom for everyone.