Workster is partnering with a global leader in the travel and hospitality industry to find an Aircover Support Specialist to join their team. This role is ideal for individuals with strong problem-solving skills, empathy, and a customer-first mindset. If you have experience in claims management, dispute resolution, or risk investigation and are passionate about providing exceptional service, we want to hear from you!

Your Role:

  • Handle inbound and outbound phone calls, messages, and chat inquiries professionally and empathetically, including urgent situations.
  • Apply Airbnb’s policies effectively to ensure the best interest of the community is maintained.
  • Take ownership of user queries, ensuring full resolution or appropriate escalation.
  • Investigate and escalate issues as necessary, prioritizing urgent and sensitive matters.
  • Provide well-thought-out and accurate written responses to customer queries.
  • Implement emergency response plans, communicating them clearly and sensitively.
  • Manage complex cases involving safety concerns using trauma-informed methodologies and best practices.
  • Research and troubleshoot issues using available resources, ensuring efficient problem resolution.
  • Identify and report product or process issues affecting the Airbnb community.
  • Maintain accuracy and security of customer information within Airbnb systems.
  • Provide claims support for protections such as Host Damage Protection, Host Liability Insurance, and Experience Liability Insurance.
  • Process and evaluate claims for hosts and guests, ensuring fair and timely resolution.

Your Qualifications:

  • Language Proficiency: Native or fluent in German (C1), with strong written and spoken English (B2 level or higher).
  • Experience: 1-3 years in claims management, dispute resolution, fraud or risk investigation, insurance claims, or property damage assessment.
  • Technical Skills: Ability to handle and estimate losses related to contents, automobiles, or watercraft.
  • Soft Skills: Strong analytical and problem-solving abilities, with a high level of empathy and customer service orientation.

The Offer:

  • Medical & dental insurance: Included after 6 months of employment
  • Relocation support
  • Paid training period covered by the employer
  • 22 business days of annual leave (per Portuguese labor law)
  • Portuguese contract with support in obtaining necessary documentation