At Airtable, we believe exceptional Customer Support is critical to our customer’s success. Customer Support has the power to delight and retain customers, support account expansion and lead identification, increase our customer’s sophistication, enable product adoption, and catalyze customer-focused product development. As a Customer Support Manager at Airtable, you will help grow our Customer Support team to deliver exceptional experience at scale. You will work with your team to inspire Technical Support members to take action in alignment with core company objectives while reinforcing a strong distributed team culture, and creating responsive talent management systems. An ideal candidate will have honed people management skills, experience scaling a SAAS Support offering, worked proactively with operations and product partners in response to customer insights, and have demonstrated experience expanding their team’s services with premium or international offerings. Candidates may be remote within the U.S.

What you’ll do

  • Manage the staffing and capacity of Customer Support team members in order to consistently deliver high-quality agent-experiences to our customers.
  • Partner with the Director of Customer Support to make tradeoffs on opportunities to improve the scale and impact of our operations through case-reduction, self-service, and process improvement efforts.
  • Proactively highlight risks, develop clear action plans, and make data-driven decisions on how to invest or grow the team. Work in both cadenced (e.g. weekly, monthly, quarterly) and triggered cycles (e.g. escalated issues) to inform partners across Support and beyond with retrospective learnings.
  • Know the key drivers of great customer support inside and out. Use data to inform support improvements and customer-first decision making across partner teams.
  • Coach your team on how to extend their impact by growing skills in prioritization, analytic thinking, stakeholder management, and structured problem solving.
  • Partner with your team to run targeted experiments while taking a structured customer-first approach to growing our Support operations

Who you are

  • You have 8+ years of professional experience leading a reliable continually-improving Support practice within a SaaS organization. You lead effectively in a dynamic, rapidly changing, and fast-paced environment.
  • You have experience directly managing a high performing distributed team on technically complex cases, case-reduction efforts, product launch readiness, and through high stakes issues.
  • You solve problems strategically with consideration for people, systems, and processes, knowing when to dive deep into the details and when to zoom-out to efficiently drive results.
  • You are passionate about driving case prevention and enhancing customer experiences in partnership with product and engineering teams.
  • You lead by example with a growth mindset, desire to coach and delegate, and people-first attitude.
  • You are a first principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience, data, and logic. You have strong analytical skills.
  • Bonus points if you are an enthusiastic Airtable user – we love and frequently use the product to build stronger internal and external experiences.
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