Careers at Airbnb

About Airbnb

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 220 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".


About the team

We are looking for talented, experienced and bilingual full-time Claims and safety professionals to join our crisis response 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 claims and/or catastrophic and fatality; and/or third party adjuster management, ecommerce and/or conflict resolution and/or personal safety related, customer service experience is also preferable. 



Claims and safety specialists are broadly accountable for the following activities and responsibilities: 

Primary Function:  The core work of Claims and Safety specialists is to provide immediate community support for host and guests reporting complex damage, serious injuries or personal harm and work with insurance companies and internal stakeholders to align on case strategy. 

  • Identifying possible risks and/or liaising with other departments to de-escalate active threads.  This process will require excellent negotiation skills and also involve stakeholder relationships and research. 
  • Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, personal safety or brand risk, verifying facts, and determining resolutions based on internal policies. 
  • Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification and fraud detection.  
  • Ability to summarize incidents, collaborate across various support teams and keep stakeholders informed. 
  • Working with lead and insurance companies to develop and enhance internal policies, process and tools. 
  • Effectively collaborating with and monitor insurance company and third party claims adjusters.
  • 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. 
  • 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 (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.
  • Working with leadership to develop and enhance internal policies, processes and tools.
  • Being able to adapt different work schedules, including evening shift, weekend shift and working on public holidays.









我们正在寻找有才华,经验丰富且会说中英文双语的全职索赔和安全专业人员加入我们的危机响应团队帮助我们提供卓越的客户支持。合适的候选人将是一个以争端解决为导向的人,他将公平,公正地对待客户,但也要确保索偿是合法和合理的。他们必须对创新充满热情,并具有1-3年的相关经验,最好是在财产损失, 责任索赔和/或灾难性和致命性方面;和/或第三方公估人管理, 电子商务和/或冲突解决和/或人身安全相关, 有客户服务经验者优先。




  • 确定可能的风险和/或与其他部门合作以降低风险。这个过程将需要出色的谈判技巧,还需要利益相关者管理和研究。
    • 发起,调查和解决涉及复杂损害,责任索赔,潜在欺诈,人身安全或品牌风险的案件,核实事实并根据内部政策确定解决方案。
    • 精通公司内部和外部的政策和程序知识,是索赔验证和欺诈检测方面的专家。
    • 能够汇总事件,在各个支持团队之间进行协作并保持利益相关者了解案件进展。
    • 与主管和保险公司合作,以开发和增强内部政策,流程和工具。
    • 与保险公司和第三方公估人有效合作并对其进行监控。
  • 进行调查时要保持高度的机密性。


  • 担任内容咨询顾问,并在执行变更管理计划时提供支持。
  • 担任有影响力项目和/或跨部门项目的流程专家,以帮助实现战略目标。
  • 担任新员工的导师和顾问。
  • 根据需要参加部门业务审查。
  • 根据需要参加大额损失案件审查。 


  • 学士学位或同等学历。
  • 精通普通话和英语。
  • 倡导高质量标准,创新,解决冲突和卓越的客户体验。
  • 拥有1-3年客户服务,索赔和争议处理,保险索赔(损害,责任和死亡),冲突解决,欺诈或风险调查和/或危机管理方面的经验。
  • 出色的人际沟通和交流能力,无论是书面还是口语,都能以机智和外交的方式帮助我们的社区。
  • 出色的时间管理,谈判和解决冲突的能力。
  • 以“更聪明的工作”,解决方案和行动导向的思维方式对创新充满热情。
  • 与内部利益相关者和/或第三方部门合作以详细,有效和及时的方式解决复杂争议的经验。
  • 冷静和善解人意-您可以通过个性化回应和教育我们的社区来适应任何情况,同时在困难情况下保持冷静。
  • 与领导层一起制定和增强内部政策,流程和工具。
  • 能够适应不同的工作排班,包括夜班,周末班以及节假日工作。