Supervisor, Claims

Job Summary

Airbnb is one of the world’s largest marketplaces for unique, authentic places to stay and things to do, offering over 7 million accommodations and 40,000 handcrafted activities, all powered by local hosts. An economic empowerment engine, Airbnb has helped millions of hospitality entrepreneurs monetize their spaces and their passions while keeping the financial benefits of tourism in their own communities. With more than half a billion guest arrivals to date, and accessible in 62 languages across 191 countries and regions, Airbnb promotes people-to-people connection, community and trust around the world.

About Airbnb China

As an independent business unit, China is one of the major engines behind Airbnb's global growth. The company has increased its investment in China and experienced rapid growth since officially entering the market at the end of 2015. Airbnb continues to  focus on product localization and innovation to better serve local users and enhance the user experience, nurture a trusting local community, and engage Chinese Millennial travelers with inspiring brand moments. As one of the leaders in the home sharing industry, Airbnb works with partners across many fields to actively promote the sustainable development of this emerging industry and achieve win-win results for everyone. Airbnb will continue to build an efficient local team, bringing the end-to-end, authentic travel experience to Chinese travelers, and creating a world where "anyone can belong anywhere".

Our Community Support Team is growing and we want you to be part of it! 

We are looking for talented, experienced and multilingual full-time Claims professionals to join our Claims 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 ecommerce and conflict resolution.


  • Support your team in handling urgent, escalated property security cases (e.g., catastrophic claims, liability claims, complex fraud investigations, etc.), prioritizing wellness and sustainability.
  • Lead with empathy to establish approachability in order to care about, support, and challenge the team to meet and exceed expectations.
  • Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.).
  • Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way.
  • Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community. 
  • Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the Operations Manager to develop recommendations for service improvements and regional prioritisation. 
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community. Work with your regional leadership to influence stakeholders and the Claims Service Manager to mitigate risks. 
  • Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on tickets and other escalated issues to refine subject matter expertise.
  • Work closely with fellow global and regional Team Leads in addition to maintaining a strong connection to your cross-functional partners.
  • Effectively prioritize the team’s work based on seasonality and the needs of the customers and the business.
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
  • Attending functional business reviews and working with external vendors to align and drive performance in claims processing
  • Attend large loss case reviews as required.


  • Bachelor’s Degree or equivalent
  • At least 2-4 years of experience leading, inspiring and motivating teams to meet operational goals and targets; experience managing teams in the insurance claims, property damage, or liability fields a plus
  • Experience managing complex, escalated cases with elevated media or legal risk
  • Strong metrics-based performance management skills
  • Project management experience
  • Ability to work and solve problems independently, collaboratively, or through delegation.
  • Excellent communication, both written and spoken, negotiation,  and conflict resolution skills.
  • Ability to understand and execute policies and procedures
  • Ability to maintain confidentiality during investigations
  • Experience working with internal stakeholders and  third party providers to resolve complex disputes in a detailed, effective and timely manner
  • Fluency in English for daily work use









  • 支持您的团队处理紧急的和升级的财产安全案件(例如,灾难性索赔,责任索赔,复杂的欺诈调查等),优先考虑健康和可持续性。
  • 具备同理心,支持和带领团队以达到期望目标。
  • 紧跟日常管理职责,例如日程安排,轮班批准,团队一对一会议,以及管理与人力相关的基本问题(薪酬/福利/人力资源政策执行等)。
  • 通过设定明确的期望,积极地指导团队成员发展和提高技能,确保团队成员以公平,公正的方式对其绩效目标负责。
  • 认真思考,不断评估政策和程序。
  • 在运营经理的指导下,带领团队朝着公司的执行和战略目标迈进,并与运营经理合作,为改善服务和区域优先次序提出建议。
  • 管理可能对我们的品牌或社区构成重大风险的复杂,敏感和或紧急问题。
  • 与您的区域领导合作,以影响利益相关者和索赔服务经理来降低风险。
  • 作为您所在地区的紧急或其他敏感案例的联络人,定期处理故障单和升级的问题,完善专业知识库。
  • 除了与跨职能合作伙伴保持紧密联系外,还与全球和区域团队负责人保持紧密合作。
  • 根据季节性以及客户和企业的需求,有效地优先考虑团队的工作。
  • 领导和参与您的部门所指定的项目(由您的经理分配)。
  • 参加业务审查并与外部供应商合作以调整和提高索赔处理中的绩效。
  • 根据需要参加大额损失案件审查。


  • 学士学位或同等学历,英语流利
  • 至少有2-4年激励团队达到运营目标的团队管理经验
  • 具有保险索赔,财产损失领域的管理团队经验
  • 强大的基于指标的绩效管理技能
  • 项目管理经验
  • 独立,协作或通过委派工作和解决问题的能力
  • 出色的沟通能力,包括书面和口头表达,谈判和解决冲突的技能
  • 理解、执行政策和程序的能力
  • 在调查过程中保持机密性的能力
  • 与内部利益相关者和第三方提供商合作以详细,有效和及时的方式解决复杂争议的经验

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