Sr. AirCover Specialist

As a Senior Aircover Specialist at Airbnb, you will join a community dedicated to providing exceptional support to hosts and guests utilizing Airbnb Host Guarantee, Host Protection Insurance, and Experience Protection Insurance. Your role will involve tailoring services to meet individual needs, ensuring everyone can host and travel with confidence. By developing a deep understanding of customer desires, you will create personalized interactions that leave lasting impressions. Your contributions will drive operational success, focusing on customer retention and community growth. Your key responsibilities will include: - Handling 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 - Working closely with stakeholders to align on case strategy - Crafting clear and concise resolution plans to drive fair and accurate outcomes - Collaborating with third-party claims administrators - Maintaining confidentiality while performing investigations - Embodying Airbnb Core Values and promoting Diversity and Belonging ethos - Supporting leadership on Change Management and other initiatives - Mentoring new hires and partners - Assisting in answering partner queries - Participating in training support when required - Contributing to key initiatives to drive the business forward Your qualifications include: - Language proficiency in English - 1-3 years of experience in claims and dispute resolution, customer service, and insurance - Excellent interpersonal and communication skills - Time management, negotiation, and conflict resolution skills - Innovation mindset and adaptability to new technologies - Bachelor's Degree or equivalent Preferred qualifications: - Experience in handling insurance claims - Understanding of Third Party Administrators/Adjusters In addition, you will be expected to adhere to hybrid work requirements, maintaining a dedicated workspace, consistent internet connectivity, professionalism during virtual meetings, and confidentiality of company information. At Airbnb, we are committed to fostering diversity and inclusion to attract the best talent and drive innovation. All qualified individuals are encouraged to apply.,