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Live Support Specialist
Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.
Join our newest high-touch service offering, Ask an Expert within Premium Support, as a Live Support Specialist. This role provides a unique opportunity to become a leading expert in Airtable and its diverse use cases, empowering our Premium Support Enterprise Customers. You will achieve this by teaching customers how to resolve their issues and build solutions during 40-minute screen shares.
In this role, you will act as an advisor and problem solver to our largest customers, serving as a bridge between their needs and our platform. Each customer’s use case is unique, but all require Airtable’s features to be successful. Your most relied-upon tools will be active listening, gaining trust as an advisor, understanding customers' app goals, and leveraging your extensive Airtable knowledge. These tools will be used to effectively leverage Airtable for their team during scheduled screen shares.
To succeed, you must be skilled at creative problem-solving with Airtable, be a strong verbal communicator, gain energy from teaching, and provide actionable solutions. If you like seeing the results of your efforts sooner rather than later, you’re in the right place!
With a deep understanding of our customers' most important needs, you’ll use your unique vantage point and pattern-matching skills to highlight customer pain points to the Product team and service gaps to Support Managers and Revenue Operations.
What you'll do
- 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.
Who you are
- 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 with 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. Bonus points if it’s a fast-growing start-up.
- 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.
Bonus points if you have...
- A strong interest and familiarity with various productivity tools.
- Experience at a small, fast-growing startup.
Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant.
VEVRAA-Federal Contractor
If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.
#LI-Remote
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. To learn more about our comprehensive benefit offerings, please check out Life at Airtable.
Please see our Privacy Notice for details regarding Airtable’s collection and use of personal information relating to the application and recruitment process by clicking here.
