58K–68K CAD / year
AirCover Specialist, Claims Experience
Customer successRemote — Canada
Published on 2026-10-28
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About this role
Investigate and resolve AirCover claims, including high-value and complex property damage cases. The role combines empathetic customer support, evidence-based claim decisions, fraud risk mitigation, and collaboration with internal stakeholders and third-party claims administrators.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
AirCover Claims Experience team
What you'll do
- Investigate claims, verify evidence, and determine outcomes in line with policies and workflows
- Provide personalized support and explain AirCover products, terms, and policies to customers
- Detect and mitigate fraud while balancing risk prevention with a positive customer experience
- Negotiate and coordinate with stakeholders and third-party claims administrators to resolve cases promptly
- Share claim status and feedback with supervisors and managers
- Identify process and policy gaps and support cross-functional change initiatives
What we're looking for
- 5+ years of experience in fintech or customer experience
- At least 1 year of experience handling insurance claims, preferably property damage claims
- Strong critical thinking and fair, consistent decision-making skills
- Excellent written and verbal communication across email, messaging, and phone
- Able to manage changing priorities independently and explain complex issues clearly
- Strong listening, negotiation, and customer empathy skills
- Available to work 40 hours per week, potentially including weekends and public holidays
Nice to have
- Experience with change initiatives or cross-functional projects
- Experience working with internal stakeholders and third-party claims administrators
- Proficiency in English and another language
Benefits
- May be eligible for a bonus, equity, benefits, and Employee Travel Credits