Airtable is seeking an enthusiastic Lead Customer Support Advocate to enable our support team and customers with live chat support! We're looking for a Lead who is highly empathetic, eager to understand customer’s underlying issues, and whose passion is providing people actionable solutions while serving as the coach and mentor to a squad of Customer Support Advocates

The right person will regularly consider how to ensure the success of Customer Support Advocates in their squad, share best practices with other customer support leaders, and use customer insights to constantly improve how Airtable meets customer needs. This role requires a love of process development, coaching, learning, clear detailed communication, and strong writing skills.

Airtable users span every industry and every function—they are cattle farmers, Fortune 500 companies, and city governments—which means you and your Customer Support Advocates squad will be responsible for supporting a diverse and dynamic range of use cases to transform the way our customer’s work.

What you’ll do

  • Provide continuous feedback, through ticket QA, 1:1s, and performance reviews to improve outcomes on your Customer Support Advocates squad. Develop peer-mentorship opportunities within your squad or across others.
  • Collaborate with other Leads, Support Operations, and Customer Support management to prioritize work and set the direction for Customer Support.
  • Establish and share best practices with all of Customer Support to improve our team’s performance and knowledge as we expand to new support channels including live chat and screen shares.
  • Develop reliable scalable processes that lean into data, technology, and process development to effectively lead our evolving team. 
  • Lead by example by providing exceptional customer service that helps everyone—from nonprofit managers to Fortune 500 executives—realize their goals through Airtable with live (eg. chat or screen share) or asynchronous (eg. email) support. Handle escalated customer issues.
  • Develop and maintain expert-level knowledge of Airtable - dive in and experiment with new features. Anticipate upcoming user needs and support the learning and development of your team. 
  • Lead by example by handling customer support live (eg. emails, chat, or screen share) or asynchronously (eg. email) to model any kind of workflow, from editorial calendars for major publications to fire truck inventories for fire departments.

Who you are

  • You have at least 1 year of experience coaching others in Customer Support best practices, preferably leading live-chat. 
  • Your peers speak highly of how you lead by example, cheer for them from the sidelines, and are quick to offer your expertise to solve challenging problems.
  • You are an avid Airtable user with solid product experience. We will ask about this in our interview!
  • You are a self-starter who takes initiative and is energized even when a clear path isn’t laid out for you. 
  • You approach every situation with high empathy and put the customer experience first. You enjoy speaking about customer needs with internal stakeholders, sharing their challenges with data-backed anecdotes. 
  • You thrive and lead effectively in a highly dynamic, rapidly changing and fast-paced environment. You enjoy technically complex or nuanced challenges.
  • Written communication is your forté; you can distill complicated topics into something clear and succinct.
  • You believe great customer support can transform a user’s experience.

What we offer

  • Health care: we have you 100% covered (and your dependents 50% covered) with competitive medical, dental, and vision insurance. You'll also be eligible for a complimentary membership to One Medical Group
  • Learning & Development: we offer a $2,000 per year stipend for your personal career development
  • Generous PTO, sick leave, and parental leave

About Airtable

Airtable's mission is to democratize software creation, similar to the way the Macintosh democratized personal computing. Software is arguably the most important creative medium of the last century, yet most people cannot build their own software. Airtable gives people and companies a “lego kit” they can use to create custom applications on their own, regardless of technical experience.

We’ve raised $170M in venture funding, including most recently a 100M Series C from Benchmark, Thrive, and Coatue.

Airtable is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Learn more about the product and signup at http://airtable.com

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Airtable are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.