Claims Experience Specialist

Department: Operations

Employment Type: Permanent - Full Time

Location: Remote

Description

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 Role

We 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 honesty
Translating decisions - explaining coverage decisions in a straightforward, human way so members always understand what's happening and why
Quality assurance - reviewing claim decisions from our adjudication partners and speaking up when something doesn't look right
Member feedback loop - following up with members who leave NPS feedback and identifying patterns to share with product and customer-facing teams
Knowledge building - documenting product-specific details, edge cases, and lessons learned so the whole team can work smarter
Cross-functional collaboration - working with Customer Care, Product, Insurance Ops, Account Managers, and our adjudication partners to get members the answers they need
Process 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 fairness
Has strong ability to create positive outcomes through clear, supportive, and solution-oriented communication, even when delivering difficult news
Is detail-oriented and proactive: you spot gaps before they become problems and contribute to continuous improvement
Has excellent English language skills (written and spoken) - you can explain complex insurance concepts in simple language
Thrives working independently in a remote environment with confidence navigating ambiguous or complex cases
Is 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 Internet
Think for themselves instead of copying others
Are willing to try new things, even with the risk of failure
Are intellectually curious and open to new ideas
Are creative and bold in the face of any problems
Have strong integrity and do the right thing

🧘 Benefits beyond base pay:

Fully remote work environment – work from anywhere globally
Our own global safety net, giving you worldwide health, income, and travel coverage
A minimum of four weeks of vacation per year
A new laptop
Potential to unlock equity compensation, yearly home office allowance and more!

🚀 We look forward to hearing from you!

SafetyWing

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Claims Experience Specialist