Damage Claim Specialist

About the Role

We are looking for a skilled and detail-oriented Damage Claims Specialist to join our remote Operations team. In this role, you will take full ownership of the property damage claims process for vacation rentals listed on the Belvilla platform. As the primary point of contact for homeowners, you will ensure all claims are handled professionally, efficiently, and in line with internal policies while delivering an excellent service experience.

This is a great opportunity for candidates with prior experience in operations, trust & safety, issue resolution, or customer experience roles within the short-term rental or online travel industry (e.g. Airbnb, Booking.com, Expedia, Vrbo, etc.).

Key Responsibilities

• Manage the full lifecycle of homeowner-submitted damage claims, from initial intake to final resolution.
• Review and validate supporting documentation including images, receipts, and invoices.
• Liaise with guests, internal departments, and third-party providers to assess claim legitimacy and scope.
• Apply platform policies and fair-use guidelines to determine compensation eligibility.
• Provide timely, empathetic, and policy-compliant communication to property owners.
• Maintain comprehensive and accurate records in the CRM system.
• Generate regular reports on claims trends, resolution times, and process improvements.
• Identify and escalate potential fraudulent or abusive claims.
• Collaborate cross-functionally with legal, product, and customer experience teams to streamline workflows and reduce disputes.

Key Requirements

• Minimum 3 years of experience in a relevant role within the short-term rental or travel-tech industry (Airbnb, Expedia, Vrbo, Booking.com, etc.).
• Strong understanding of vacation rental operations, including common homeowner and guest challenges.
• Prior experience handling escalations, damage claims, or property-related incidents is highly preferred.
• Exceptional written and verbal communication skills in English.
• High level of attention to detail with strong analytical and decision-making skills.
• Ability to work independently and manage time-sensitive cases in a fast-paced, remote environment.
• A customer-centric approach combined with fairness, accountability, and sound judgment.