Claims Experience Specialist

At SafetyWing (YC W18), we’re building a global social safety net for remote workers - simple health, insurance, and retirement products designed to replace national welfare systems. Our mission is to remove geographical borders as a barrier to equal opportunity and freedom for everyone. If we succeed, we believe this will be one of the most important tasks of our time.🌎 About this RoleWe are seeking a Claims Experience Specialist to deliver a fair, transparent, and human claims journey for our members. In this role, you will support members throughout the claims process, especially in escalated or complex situations, and serve as a subject matter expert for one of our product lines.You will work closely with members, our adjudication partners, and internal teams to ensure every decision is accurate, well-reasoned, and clearly communicated.

This is a role for someone who loves solving complex problems, communicating with clarity, and improving processes based on real case insights.👩‍💻 Your responsibilities will include:Navigating difficult cases - helping members through complex claims, complaints, and appeals with clarity, kindness, and honestyTranslating decisions - explaining coverage decisions in a straightforward, human way so members always understand what's happening and whyQuality assurance - reviewing claim decisions from our adjudication partners and speaking up when something doesn't look rightMember feedback loop - following up with members who leave NPS feedback and identifying patterns to share with product and customer-facing teamsKnowledge building - documenting product-specific details, edge cases, and lessons learned so the whole team can work smarterCross-functional collaboration - working with Customer Care, Product, Insurance Ops, Account Managers, and our adjudication partners to get members the answers they needProcess improvement - identifying gaps in workflows and proposing solutions based on real case insights🧪 We are looking for someone who:Has experience in customer service or claims handling within the insurance industry or a highly regulated environment (healthcare, fintech, legal)Can demonstrate experience handling claims or tricky customer situations with patience, clarity, and fairnessHas strong ability to create positive outcomes through clear, supportive, and solution-oriented communication, even when delivering difficult newsIs detail-oriented and proactive: you spot gaps before they become problems and contribute to continuous improvementHas excellent English language skills (written and spoken) - you can explain complex insurance concepts in simple languageThrives working independently in a remote environment with confidence navigating ambiguous or complex casesIs comfortable with async communication and managing their time across time zones😀 We like to work with people who:Want to help build a global social safety net on the InternetThink for themselves instead of copying othersAre willing to try new things, even with the risk of failureAre intellectually curious and open to new ideasAre creative and bold in the face of any problemsHave strong integrity and do the right thing🧘 Benefits beyond base pay:Fully remote work environment – work from anywhere globallyOur own global safety net, giving you worldwide health, income, and travel coverageA minimum of four weeks of vacation per yearA new laptopPotential to unlock equity compensation, yearly home office allowance and more!🚀 We look forward to hearing from you!Originally posted on Himalayas