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 Spanish (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:

💰 Competitive salary
📅 Start Date: Monday, 24 March
🏥 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