Airbnb Japan株式会社/Airbnb Japan K. K. - Crisis Response Specialist (Property Security/保険保証対応)


We are looking for talented, experienced and bilingual full-time Property Security (Claims)/Liability case handling professionals to join our Property Security team and help us provide exceptional customer support to our community. The right candidate will be a dispute resolution oriented person, who treats clients fairly and equitably, but also makes sure the case are legitimate and reasonable. They must have a passion for innovation and be a strong team player.


Claims Specialists are broadly accountable for the following activities and responsibilities:

[Primary Function] The core work of Property Security (Claims) specialists is to provide excellent community support for host and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection Insurance and Japan Host Insurance.

- Handle 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 ...