Live Support Specialist

Summary

Join Airtable's Premium Support team as a Live Support 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. This role requires strong problem-solving skills, excellent communication, and the ability to translate complex information into simpler concepts. You will act as an advisor, helping customers leverage Airtable's features to achieve their business goals. Furthermore, you will provide valuable customer feedback to improve the product and support processes. This position offers a unique opportunity to make a significant impact on a fast-growing company.

Requirements

• Be passionate about Airtable's overall mission and how customers can use Airtable to increase productivity and drive value in their businesses
• Be an experienced Airtable, no code low code builder, with a proficiency for designing workflows
• Understand Workflow design and know when to zoom in vs. when to zoom out when building with Airtable
• Have a knack for coming up with simple solutions for complex problems and the ability to communicate them clearly to a customer
• Have 2+ years of experience in a customer-facing role
• Be a teacher at heart with the ability to distill technical or complex systems into simpler concepts to empower customers
• Be an exceptional written and verbal communicator
• Enjoy problem-solving; dig in to learn the “why” behind the “what”; thrive in technically complex or nuanced situations
• Be a self-starter who takes initiative and is energized even when a clear path isn’t laid out for 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

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

Benefits

• Opportunity to receive benefits, restricted stock units, and may include incentive compensation
• For work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles, the base salary range for this role is: $80,800 — $105,300 USD
• For all other work locations (including remote), the base salary range for this role is: $72,700 — $94,700 USD