Hybrid Claims Administrator

at Airtasker

• Job title: Claims Administrator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sydney, Australia

About the role

• Insurance Claims Administrator managing insurance claims processes within Airtasker's Trust and Safety Team in Sydney. Collaborating cross-functionally to handle escalated issues and ensure compliance for a fair marketplace.

Responsibilities

• 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

Requirements

• 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.

Benefits

• 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.
• 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.
• 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.
• 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.
• 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.