What you'll do

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls).
• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
• For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
• Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements.
• Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions.
• Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

Who you are

• You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
• You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
• You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
• You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
• You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.
• You have a strong, self-driven desire to exceed expectations and continuously improve your performance.
• You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.

What We Offer

We believe great work starts with feeling supported, that’s why we’ve built a benefits package designed to help you thrive both inside and outside of work.

• Travel: £7,500 annual allowance to cover your commute.
• Healthcare: Top-tier private medical, dental, and vision coverage through AXA, with heavily subsidised plans available for dependants.
• Family planning: Up to £7,200 per year through Carrot to support your path to parenthood, plus a minimum of 16 weeks fully paid maternity or paternity leave.
• Childcare: Save up to 42% per child annually through our Workplace Nursery salary sacrifice scheme.
• Pension & protection: 9% company pension contribution.
• Health & wellness: £150 every month to spend on whatever helps you feel your best, from fitness and mindfulness to hobbies and self-care.
• Free lunch: Enjoy a varied, catered lunch every day you’re in the office.
• Home office: £750 one-off allowance to create a workspace that works for you.
• Time off: 25 days annual leave, plus 4 company-wide Recharge Days and additional time off between Christmas and New Year as part of our Winter Break.
• Give back: 5 paid Volunteer Days each year to support causes you care about, individually or with your team.

At Airtable, 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. We strive for Airtable to be a pleasant and supportive place to work, and to attract and retain a diverse team of talented people. We take great pride in holding everyone accountable for treating each other with dignity and respect.

Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, please complete our Accommodations Request Form and let us know how we may assist you.