Job Description
Manage and develop a team of Technical Support Specialists resolving advanced cases across multiple customer segments and product areas. Guide resolution strategies for complex issues, acting as an escalation point and ensuring clarity and quality in technical communication. Build deep product knowledge and coach your team toward the same—reviewing cases, sharing insights, and reinforcing best practices. Monitor performance through SLAs, CSAT, QA, and other operational metrics, and use that data to drive continuous improvement. Partner with Engineering, Product, and Customer Success teams to surface trends, close feedback loops, and improve internal processes. Champion and implement AI-powered workflows to enhance team efficiency and deliver faster, more consistent customer outcomes. Identify workflow gaps or inefficiencies and propose scalable solutions across tooling, process, or documentation. Contribute to a team culture grounded in ownership, technical excellence, and customer impact.
About Airtable
Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes.