The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
You are passionate about delivering exceptional and tailored experiences for: our customers, anticipating their needs and understanding what great looks like for the user experience
You are someone who thrives in taking initiative in a fast-moving: environment, bringing a growth mindset and bias toward execution.
You foster strong customer relationships by actively engaging with users and: identifying opportunities to enhance the service experience
You are knowledgeable and experienced in the end to end claims process and: take full ownership for reaching a complete final resolution with care and attention
You identify gaps in workflow, process or policy whilst striving to provide upward feedback as required
You will be responsible for understanding the unique needs of our customers: and go above and beyond to create personalized interactions that leave a lasting impression throughout the end-to-end claims process.
What they're looking for
- You will treat customers with consistency, fairness and empathy so that they: feel heard and understood, and will tailor the support provided to their specific needs to resolve issues efficiently and to a high level of mutual satisfaction.
- By enhancing the customer experience from end to end you will help drive: retention rates and ensure that everyone can travel and host on Airbnb with confidence.
- Evaluate, investigate and resolve claims submitted across our Aircover: products (including but not limited to Host Damage Protection claims) including claims of high value and complexity that require complex investigation and negotiations to reach satisfactory outcomes
- Closely monitor for fraud detection and mitigate risks associated with bad: actors to protect the Airbnb brand and community
