Vacant job

Join our team as an Airbnb Customer Support Advisor (German & English) and take the next step in your career while experiencing life in a beautiful new country! This role offers you the chance to work for one of the world's most well-known travel platforms, helping Airbnb hosts and guests navigate claims, disputes, and support inquiries - all while enjoying the vibrant culture, sunny beaches, and incredible lifestyle Portugal has to offer.

Join our team as an Airbnb Aircover Support Advisor, where you'll play a key role in ensuring a seamless experience for Airbnb’s hosts and guests. You will be responsible for handling inquiries, claims, and urgent situations with professionalism and empathy. Your focus will be on investigating and resolving claims under Airbnb’s Host Damage Protection, Host Liability Insurance, and Experience Liability Insurance.

• Provide exceptional support through inbound/outbound calls, messaging, and chat.
• Investigate and resolve claims related to property damage, disputes, and safety concerns.
• Apply Airbnb’s policies to ensure fair and efficient resolutions.
• Escalate issues when necessary, prioritizing urgent and sensitive matters.
• Compose accurate and thoughtful responses to customer queries.
• Implement emergency plans and provide clear communication during critical situations.
• Utilize trauma-informed methodologies for handling complex cases.
• Research and troubleshoot problems using available resources.
• Maintain data security and accuracy on Airbnb’s systems.
• Identify process and product issues, providing feedback for improvement.

• Strong problem-solving skills with the ability to manage complex cases.
• Excellent communication skills in German and English (written & spoken).
• Ability to work under pressure in a fast-paced environment.
• 1-3 years of experience in claims handling, dispute resolution, fraud/risk investigation, insurance, or healthcare claims is a big plus.
• Experience estimating damages related to property, automobile, or watercraft losses is a plus.

• Gross Monthly Salary
• Language Bonus
• Performance Bonus
• Holiday Bonus
• Christmas Bonus
• Medical & Dental Insurance: Provided after 6 months of employment
• Annual Leave: 22 business days, as per Portuguese law
• Public Holidays: Compensated according to Portuguese labor regulations

• Travel Reimbursement: Up to 200 (after 3 months with proof of ticket)
• Accommodation Allowance: Up to 360/month for the first 3 months
• Assistance in finding temporary and permanent housing

• Fully paid training period is included in the contract.

If you're passionate about providing excellent customer service and want to be part of a global community-driven company, apply today!