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AirCover Specialist, Claims Experience
OperationsWorkplace — Japan
Published on 2026-11-02
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Evaluate and resolve AirCover claims, including complex and high-value property damage claims, while balancing fair outcomes, fraud prevention, and a positive customer experience. The role provides personalized support throughout the claims process and contributes to operational improvements, training, and cross-functional initiatives.
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, within the AirCover Scaled Ops and Optimization organization.
What you'll do
- Investigate and resolve AirCover claims by verifying evidence and applying internal policies and workflows.
- Detect potential fraud and mitigate risks to protect Airbnb’s community and brand.
- Provide empathetic, personalized support and guidance on AirCover products, terms, and policies.
- Coordinate case strategies with internal stakeholders and third-party claims administrators.
- Share claims updates with supervisors and managers, and provide feedback on process or policy gaps.
- Contribute to change initiatives and cross-functional projects, including testing and refining internal processes.
- Mentor new hires and support teammates with case consultations, approvals, and escalations.
What we're looking for
- 5+ years in fintech or customer experience, including at least 1 year handling insurance claims.
- Critical thinking and experience making consistent, fair claims decisions in line with policies.
- Strong written and verbal communication across email, messaging, and phone.
- Ability to explain complex or sensitive issues clearly and adapt support to customer needs.
- Analytical, negotiation, and organizational skills; able to manage changing priorities independently.
- Able to balance fraud prevention with a positive customer experience.
- Available for a 40-hour, five-day workweek that may include weekends and public holidays.
Nice to have
- Experience with first- and third-party property damage claims.
- Experience with change initiatives and cross-functional projects.
- Experience working with internal stakeholders and third-party claims administrators.
- Proficiency in English and Japanese.