Claims Administrator

Hey there Thanks for stopping by. We're Airtasker, the tech company that connects people who need to get things done with those who have the skills to do it.

Our mission is to empower people to realise the full value of their skills. This doesn't just apply to those who use our product. It's also for our whooooooole team of go-getters who bring the product to life and deliver impact to our community on a daily basis. Because we believe work (and life) is always better when you truly know and appreciate your strengths and skills.

AirSupport's purpose is to provide a world-class customer experience, maximise the lifetime value of our users, and protect the Airtasker brand. A subset of AirSupport is the Trust and Safety Team, who are responsible for resolving the most high risk escalated issues related to trust, safety, and legitimacy. These issues handled by the Trust and Safety Team involve negative behaviours that breach Airtasker's Community Guidelines, are often highly complex, and involve financial, legal, and brand risk.

As a Trust and Safety Specialist, you would be responsible for resolving these highly complex issues by personally handling escalated issues and building and optimising processes to eliminate and address similar issues.

This is a newly created role to add to our existing Trust and Safety Team. Based in Sydney and working closely with our Manila based Trust and Safety Lead. This role requires someone with excellent problem-solving and communication skills, who is driven, highly autonomous, and has experience in insurance claims investigation and assessment.

What You'll Do

• Own and manage insurance claims and damage reports from start to finish
• Partner with insurance assessors and providers to deliver fair, fast, and high-quality outcomes
• Negotiate smartly to secure the best possible settlements for our users
• Keep everything watertight by maintaining accurate records and ensuring compliance across all claims
• Work cross-functionally with internal teams and external stakeholders to drive timely, effective resolutions
• Handle complex escalations - resolving trust & safety issues and conflicts between users with fairness and care
• Build and refine scalable processes for trust & safety, account eligibility, and community standards - keeping Airtasker a safe, trusted marketplace
• Coach and empower the AirSupport team and other internal partners with training, feedback, and technical guidance
• Educate our community on safe, responsible platform use to reduce issues and enable more self-service solutions
• Uphold excellence in how AirSupport operates by helping onboard and train new team members

We'd love to hear from you if you tick some of these boxes:

• Deep knowledge of insurance claims - from investigation and assessment through to fair, timely settlements
• A solid grasp of customer support best practices, including the right tools, metrics, and ways to measure success
• Awareness of modern user expectations, from social media interactions to protecting brand reputation on public platforms
• An understanding of how Airtasker ticks, including our product, functional teams, and cross-team rhythms
• A high-level understanding of the legal and regulatory landscape for online services marketplaces
• Hands-on experience in claims management, ideally with a background in property claims
• Strong analytical and quantitative skills to review evidence, assess damages, and determine fair settlements
• Proven negotiation chops - able to navigate complex or sensitive claims scenarios with confidence
• Excellent communication and relationship-building skills, both internally and with users and partners
• A sharp problem-solving mindset and eagle-eye attention to detail
• A proactive, organised approach, juggling multiple claims and priorities without missing a beat
• Outstanding written and verbal communication, clear and empathetic in every interaction

Our People Experience
Our people team at Airtasker are dedicated to designing an industry leading people experience. This means creating an environment where you are empowered to do your best work and realise the full potential of your skills.

Thriving

• Hybrid working - when it comes to working, there's no "one size fits all" approach, with Airtasker you choose the environment that helps you do your best work.
• Airtime - welcome to no Slack and meeting-free Fridays Airtime is designed so we regularly have dedicated focus time for work and personal growth.
• Recharge days - each quarter we have a company-wide Recharge Day, equivalent to 4 additional days of leave per year. It's a day for everyone when the world can wait and self-care takes centre stage.
• Wellbeing support - our Employee Assistance Program provides confidential access for our people to GPs, dieticians, counselling and mental health specialists, providing essential support whenever needed.
• Airpowerment Fund - we provide a $200 allowance to spend on anything that supports your health & wellbeing.

Rewarding

• Airtasker credits - it's a great feeling to get things done. Even greater when you get $1000 worth of credits every year to help you check off your to-do list and connect with our community of Taskers.
• Fair and equitable pay - this is a core commitment to our people. Every year we review industry data to ensure our compensation framework supports everyone to be recognised for the full value of their skills.
• Tenure leave - To celebrate our people's commitment to Airtasker, we offer tenure leave starting from your 3rd anniversary with the company. This begins with 3 extra days of leave per year, gradually increasing to a maximum of 5 days per year.

Belonging

• DAREtasker - join our Diversity, Equity and Inclusion committee Every month we meet to create meaningful and impactful programs of work that embrace belonging at Airtasker.
• Celebration swap - not everyone celebrates the same things. That's why, at Airtasker, you can swap national, state or territory public holidays for the ones that matter to you.

Growing

• Learning and development - learning at Airtasker is on the job, guided by managers, enhanced by peers and led by ourselves. We deliver learning programs and budget allowances to invest in your growth.
• 360 performance reviews - feedback is a gift. Every year we run 360 reviews across the business to recognise achievements and promote personal growth.
• Volunteer leave - Our team members can take a day each year to lend a helping hand and support a cause they are passionate about.

Celebrating

• Awards - and the winners are… our go-getters Whether it's our peer-nominated quarterly Values Awards or our periodic Go-Getter Spirit Award, we love celebrating our people and spreading good energy.
• Vibe committee - good vibes only Our Vibe Committee delivers events that hit the sweet spot of bringing us all together to enjoy each other's company whether you're local or remote.
• Birthday leave - All of our people get an extra day of leave during their birthday week to take time away from work to celebrate.

At Airtasker we believe in culture add - that each person is different and has their own background, learnings and unique experiences that can add to the Airtasker cultural tapestry. We pride ourselves on our inclusive culture, and encourage applications from people of all backgrounds.

To all recruitment agencies and talent suppliers: Airtasker does not accept unsolicited resumes. Airtasker is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to our job postings or directly to our managers. If you are on our supplier list and have terms in place, ensure you work alongside our internal TA team and do not send resumes directly to managers.