💼 About This Role

You'll handle complex property, liability, and brand-risk claims for Airbnb's community, ensuring fair and timely resolutions. You'll bring deep investigative rigor and empathy to de-escalate high-risk situations. This role offers the chance to collaborate with cross-functional teams and protect trust in AirCover protections.

🎯 What You'll Do

• Handle inbound/outbound tickets, emails, and calls for claims cases.
• Investigate and resolve complex damages, liability, and fraud claims.
• Collaborate with stakeholders on case strategy and compile incident reports.
• Mentor new hires and support change management initiatives.

📋 Requirements

• 1-3 years of experience in claims, dispute resolution, or risk investigations.
• 2+ years of international customer service handling escalations.
• Proficiency in English language.
• Bachelor's Degree or equivalent.

✨ Nice to Have

• Insurance investigation or program management experience.
• First party property or liability claims experience.
• Media training or brand-risk management.

🎁 Benefits & Perks

• 🏖️ Paid Time Off
• 🏥 Health Insurance
• 📈 Employee Stock Purchase Plan
• 🍱 Meal Vouchers
• 🚍 Commuter Benefits

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Case Study Presentation· 60 min