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.
The Community You Will Join:
The core work of Claims Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance.
The Difference You Will Make:
In this role, you will play a critical part in protecting Airbnb’s community by ensuring fair, timely, and policy-driven resolution of complex property, liability, and brand-risk claims. You will bring clarity and confidence to moments of uncertainty for hosts and guests by combining deep investigative rigor with empathy and sound judgment. Through close collaboration with internal stakeholders, third-party administrators, and leadership, you will help de-escalate high-risk situations, safeguard trust in AirCover protections, and uphold Airbnb’s commitment to safety, belonging, and community support.
A Typical Day:
Property Security specialists are broadly accountable for the following activities and responsibilities:
- Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work.
- Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
- Working closely with stakeholders to align on case strategy.
- Compiling incident reports at the direction of leadership.
- Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.
- Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
- Effectively collaborate with and monitor third party claims administrators.
- Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.
- Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.
- Maintaining high levels of confidentiality while performing investigations.
- Maintain professional relationships with colleagues.
- Embody Airbnb Core Values and exhibit Diversity and Belonging ethos and behaviors.
Dedicated to project work, supporting leadership on the execution of Change Management and other initiatives:
- Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.
- Acting as a mentor and advisor/SME for new hires and partners.
- Actively participating in cross-collaboration projects within the AirCover org.
- Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products.
- Attending functional business reviews as required.
- Triaging and distributing urgent and sensitive claims escalations.
- Handling cases and escalations with increased complexities including stakeholder notifications and payment thresholds.
- New hire mentoring and support during training, nesting and ramping periods.
- Participate in training support when required (e.g outbound call roleplay)
- Focus on fully understanding and assisting peers in understanding and adhering to policies and workflows.
- Provide case support to peers and associates (case consults, payout thresholds, etc).
- Sharing best practices in reaching & maintaining high performance (SLAs, SPD, Quality).
- Assume POC roles in relevant areas where the business requires.
- Contribute to and take part in key initiatives to drive the business forward where the business requires.
- Perform relevant Team Coordinator duties when the business requires, including team approvals and consults.
- Develop and leverage strong Stakeholder management skills to communicate and collaborate with internal and external stakeholders in a professional, timely manner.
- Demonstrate proactiveness in identifying gaps in workflow, process and policies and in problem solving including providing upward feedback where needed.
Your Expertise:
- Language proficiency in English.
- Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
- 1-3 years of experience in claims and dispute resolution, Insurance claims) conflict resolution, fraud or risk investigations, and/or crisis management.
- 2+ years of experience in customer service in international calling; handling escalations & have a critical thinking mindset.
- Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
- Excellent time management, negotiation and conflict resolution skills.
- Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
- Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
- Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
- Ability to learn and adapt to new technologies
- Working with leadership to develop and enhance internal policies, processes and tools.
- Bachelor’s Degree or equivalent.
- Additional insurance investigation or program management experience are a plus.
- Experience handling insurance claims, especially in the field of first party property or liability claims is preferred.
- Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus
- Media training or brand-risk management is a good to have.
- Experience with Partner or Vendor relationships is preferred.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.