Airtable is hiring a
Senior Manager, Customer Support

Summary

The job is for a Customer Support Manager at Airtable who will manage the team, improve operations, make data-driven decisions, coach the team, and partner with other teams to grow the support operations. The candidate should have 8+ years of experience leading a SaaS support practice, be able to work in a dynamic environment, and have problem-solving skills.

Requirements

• 8+ years of professional experience leading a reliable continually-improving Support practice within a SaaS organization
• Experience directly managing a high performing distributed team on technically complex cases, case-reduction efforts, product launch readiness, and through high stakes issues

Responsibilities

• Manage the staffing and capacity of Customer Support team members to deliver high-quality agent experiences
• Partner with the Director of Customer Support to make tradeoffs on opportunities to improve 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
• 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

Benefits

• Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience
• Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation
• For more details about our comprehensive benefit offerings, please check out Life at Airtable