Base Optimization Specialist

Summary

Join Airtable's Premium Support team as a Base Optimization Specialist and become a leading expert in Airtable's diverse use cases. You will conduct 40-minute screen share sessions with enterprise customers, teaching them to resolve issues and build solutions within the Airtable platform. This role requires strong verbal communication, creative problem-solving skills, and the ability to translate complex information into easily understandable concepts. You will act as an advisor, problem solver, and trainer, guiding customers on how to best leverage Airtable's features to meet their business needs. Additionally, you will document innovative use cases, provide feedback to the Product team, and collaborate with other teams to enhance the overall customer experience. This position offers the opportunity to make a significant impact on customer success and product development.

Requirements

• You are passionate about our overall mission and how customers can use Airtable to increase productivity and drive value in their businesses
• You are an experienced Airtable, no code low code builder, with a proficiency for designing workflows
• You understand Workflow design and know when to zoom in vs. when to zoom out when building with Airtable
• You have a knack for coming up for simple solutions for complex problems and the ability to communicate them clearly to a customer
• You have 2+ years of experience in a customer-facing role
• You are a teacher at heart with the ability to distill technical or complex systems into simpler concepts to empower customers
• You are an exceptional written and verbal communicator
• Problem-solving excites you! You dig in to learn the “why” behind the “what.” You thrive in technically complex or nuanced situations
• You are a self-starter who takes initiative and is energized even when a clear path isn’t laid out for you
• You enjoy building strong relationships and partnering with a range of customers from small business owners to C-level executives

Responsibilities

• Perform 1:1 Ask an Expert sessions over Zoom with a variety of Enterprise and Premium Enterprise customers
• Become a leading innovator in the product, applying your knowledge to a wide range of use cases in which Airtable can drive business impact by modeling any kind of workflow from editorial calendars for major publications to large scale, multi-million dollar projects at aerospace companies
• Learn about each customer’s business priorities and guide them on how to best leverage the Airtable product with consultative, high-touch interactions and by answering existing questions with the goal of training the trainer
• Participate in a Weekly Rotation to create and Triage Ask an Expert Requests from our customers, along with flagging when customers are misusing the service
• Be an integral partner to the Technical Account Manager, Account and Customer Success Managers in our overall mission of providing an unmatched, full-service Premium Support customer experience
• Document innovative Use Cases for Airtable using our latest features as a method for customers to improve their understanding of the platform
• Proactively surface customer feedback and highlight improvement opportunities to inform Product, Growth, Marketing, and Customer Support initiatives. Including common themes found in Ask an Expert calls

Preferred Qualifications

• A strong interest and familiarity with various productivity tools
• Experience at a small, fast-growing startup

Benefits

Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation