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Leads Airbnb’s global AirCover quality program for insurance and property-damage claims. Responsibilities include developing quality strategy and COPC-aligned frameworks, overseeing internal and partner-site evaluations, conducting root-cause analysis, escalating high-severity issues, automating KPI reporting and quality assurance, and driving AI and analytics adoption. The role also manages a distributed quality team, develops stakeholder reporting, improves coaching effectiveness, and partners with operations leadership. Success requires strong expertise in complex, high-volume support environments and quality governance.

Leads the global AirCover quality program, overseeing QA execution across internal and BPO teams, quality measurement, calibration, root cause analysis, coaching effectiveness, executive reporting, and systemic improvement recommendations. The role drives AutoQA and analytics adoption, builds scorecards and escalation frameworks, and manages a distributed quality team while partnering with operational leaders. It requires extensive quality, customer support, insurance claims or financial services experience, people management, and expertise in COPC, Six Sigma, Lean, and QA tooling.

The Specialist provides customer service support, managing complex cases, and ensuring user satisfaction while fostering relationships with clients and stakeholders in a fast-paced hospitality environment.

Gère des réclamations d’assurance complexes et importantes, évalue les risques, l’exposition, la couverture et la responsabilité, puis coordonne leur résolution avec les assureurs, courtiers, administrateurs tiers, équipes juridiques et partenaires internes. Supervise la performance des partenaires, prépare des rapports régionaux, assure la conformité aux politiques et exigences légales, négocie des règlements et contribue à l’amélioration des processus de gestion des sinistres.

Manages complex and large-loss insurance claims affecting Airbnb’s financials, captive, and risk exposure. Investigates claims, develops resolution plans, oversees insurers and third-party administrators, addresses coverage and settlement issues, and partners with Legal, Trust, Safety, Product, Finance, and other global teams. Ensures regulatory and policy compliance, reports claim performance, manages emerging risks, negotiates resolutions, and mentors claims specialists.

Provide end-to-end premium bilingual (French/English) customer support to Airbnb hosts and guests across channels (phone, chat, messaging, social). Manage complex cases, resolve issues with high satisfaction, collaborate with internal stakeholders, document best practices, mentor teammates, and work scheduled shifts including evenings, weekends and holidays while maintaining confidentiality and professionalism.

Lead and coach a team of ~10-15 customer service ambassadors, manage high-severity escalations, drive performance through data analysis and reporting, hire and develop talent, maintain operational quality and staffing, and support strategic delivery and process improvement initiatives. Must be bilingual (English/French) and able to work weekends, holidays, and on-call.

Provide end-to-end premium customer support in English and French across channels (phone, chat, messaging), manage complex cases to final resolution, personalize high-touch service for guests and hosts, collaborate with stakeholders, document improvements, and support team training and escalation processes. Must be flexible to shift changes and evolving responsibilities.

Lead and coach a bilingual (FR/EN) customer service team of ~10-15 ambassadors, manage escalations and high-severity incidents, drive performance through data analysis and reporting, handle staffing/hiring and talent processes, implement operational best practices, and support strategic delivery and continuous improvement initiatives. Requires on-call, weekend and holiday availability.

The Specialist in Safety will manage complex safety concerns for Airbnb's community, offering support for various threatening situations via multiple communication channels. The role requires strong interpersonal skills, problem-solving abilities, and the capability to handle sensitive information responsibly.