AirCover Claims Experience Specialist

Airbnb

. Assess, review, and resolve claims submitted under AirCover products, including high-value and complex claims .

Posted 10/28/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$58,000 - CA$68,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in assessing and resolving complex insurance claims while providing high-touch customer support. Proficient in critical thinking, negotiation, and effective communication in both French and English.

Highest-signal resume keywords

Insurance Claims ProcessingCustomer Experience ManagementNegotiation SkillsFluency in French and EnglishChange Initiative Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims AssessmentFraud MonitoringAnalytical SkillsOrganizational SkillsProblem Resolution

Soft Skills

Critical ThinkingActive ListeningEmpathyAdaptabilityCommunication Skills

Industry Keywords

Fintech IndustryHigh-Value ClaimsCustomer SupportStakeholder CollaborationProcess Improvement

About the role

Key responsibilities & impact

Assess, review, and resolve claims submitted under AirCover products, including high-value and complex claims
Investigate claims and negotiate satisfactory outcomes
Monitor fraud indicators and mitigate risks to protect the Airbnb brand and community
Verify relevant facts and evidence in accordance with internal policies and processes
Create personalized interactions and provide high-touch support throughout the claims process
Educate and guide users on AirCover products, terms, and policies
Collaborate with stakeholders and third-party claims administrators
Communicate regularly with supervisors and the manager regarding claim status
Maintain confidentiality during investigations
Identify gaps in processes and policies and provide feedback to improve the customer experience
Serve as a subject matter expert for change initiatives and cross-functional projects
Help test, refine, design, and roll out new products and internal processes

Requirements

What you’ll need

5+ years of experience in the fintech industry or in a customer experience-focused role, including at least 1 year processing insurance claims
Critical-thinking skills and a proven ability to resolve complex customer issues and make consistent, fair claims decisions
Excellent verbal and written communication skills
Experience communicating with customers by email, messaging, and phone
Active listening skills to identify users’ needs
Ability to clearly explain complex and sensitive issues to customers
Strong analytical and organizational skills, with the ability to work independently in a fast-changing environment
Negotiation skills
Solution- and results-oriented mindset
Calm, empathetic, and adaptable in any situation
Regular schedule of 5 days per week (40 hours), including weekends and holidays
Experience leading change initiatives or cross-functional projects
Experience collaborating with internal stakeholders and third-party administrators
Fluency in French and English, both written and spoken
The successful candidate must be based in Canada
Currently, employees may be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan

Benefits

Comp & perks

Bonus eligibility
Equity eligibility
Benefits
Employee Travel Credits
Remote work arrangement
Reasonable accommodations throughout the recruitment process