Customer Service Specialist(Claims Support)
AirbnbBeijingUpdate time: January 15
Job Description

We are looking for talented, experienced and multilingual full-time Claims professionals to join our Property Security team and help us provide exceptional customer support. The right candidate will be a  dispute resolution oriented person, who treats clients fairly and equitably, but also makes sure claims are legitimate and reasonable. They must have a passion for innovation and have 1-3 years of applicable experience, preferably in property damage liability and/or catastrophic and fatality; and/or dispute resolution, third party adjuster management e-commerce and conflict resolution.


Primary Function:  The core work of Claims specialists is to provide excellent community support for host and guests seeking assistance from Airbnb Host Guarantee,  Host Protection Insurance Experience Protection insurance. 


  • Handling the 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, verifying facts, and determining resolutions based on internal policies. 
  • Working closely with stakeholders to align on case strategy.
  • Compiling incident reports at the direction of leadership;
  • Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.
  • Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
  • Effectively collaborating with and monitor third party claims administrators.
  • Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.  
  • Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads.  This process will require excellent negotiation skills and might involve stakeholder relationships and research. 
  • Maintaining high levels of confidentiality while performing investigations.


Secondary Function: Specialists can also be dedicated to project work, supporting senior specialists and leadership on the execution of Change Management and other initiatives. 

  • Acting as a content advisor, and support function on the execution of Change Management initiatives.  
  • Acting as a process advisor for impact initiatives and/or cross-functional projects to meet strategic goals.
  • Acting as a mentor and advisor/subject matter expert for new hires and partners - 
  • Attending functional business reviews as required
  • Attending large loss case reviews as required



  • Bachelor’s Degree or equivalent.
  • Language proficiency in Mandarin and English.
  • Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
  • 1-3 years of experience in customer service,  claims and dispute resolution, Insurance claims (ideally damage,  liability, and fatalities) conflict resolution, fraud or risk investigations, and/or crisis management is a plus.
  • Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
  • Excellent time management, negotiation and conflict resolution skills.
  • Passion for innovation with a ‘work smarter’, solution and  action oriented mindset. 
  • Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
  • Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Ability to learn and adapt to new technologies
  • Working with leadership to develop and enhance internal policies, processes and tools.

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