Complex Claims Manager - Airbnb, Canada

Vacations Worldwide; Canada; Hybrid; CAD 85,000 - 120,000; Full time

Job summary

Airbnb's AirCover team seeks a Complex Claims Manager to handle non-standard cases, including high-value property damage, disputed liability, and multi-party incidents.

The role requires investigative rigour, precise documentation, and the ability to balance policy with fairness to all parties in a marketplace context. It sits at the strategic intersection of trust and protection within a rapidly growing host-guest platform.

Qualifications

• Investigative rigour for complex/high-value claims.
• Clear documentation and fair judgement balancing policy and fairness.

Responsibilities

• Handle complex claims outside standard workflows.
• Evaluate high-value property damage, disputed liability and multi-party incidents.
• Coordinate with internal and external stakeholders to document findings.

Skills

Investigation

Documentation

Policy balance

Stakeholder comms

Job description

The role sits within AirCover, the team charged with ideating and delivering Airbnb's host and guest protection programme — damage protection, liability cover and the associated claims process.

A Complex Claims Manager handles the cases that fall outside standard workflows: high-value property damage, disputed liability, multi-party incidents and claims with legal or regulatory sensitivity. The work needs investigative rigour, clear documentation and the judgement to balance policy against fairness to both sides of a marketplace.

Trust and protection has become a genuine competitive battleground in accommodation, so these roles carry real strategic weight.

Good fit for:

claims adjusters, insurance professionals and trust and safety specialists with experience of complex or high-value claims handling.