Customer Support Specialist

Airops Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Specialist at AirOps, you will be at the forefront of our customer engagement, acting as a vital bridge between our users and our innovative AI-powered content engineering platform. This role is designed for a proactive, empathetic, and detail-oriented individual who thrives on solving problems and sees every customer interaction as a valuable opportunity for learning and improvement. You won't just be closing tickets; you'll be a critical intelligence engine, identifying patterns, synthesizing insights, and driving scalable enhancements across our product, documentation, and educational resources. Your work will directly shape the future of our customer experience and the evolution of our platform.
• **Frontline Customer Support Excellence:** You will be the primary point of contact for our customers, managing and resolving inquiries through Intercom. This involves expertly guiding users through workflow challenges, clarifying platform features, and troubleshooting technical blockers with clear, concise, and empathetic communication. Your goal is to ensure every customer feels heard, understood, and empowered to succeed with AirOps.
• **Pattern Recognition and Insight Synthesis:** A core aspect of this role is your ability to move beyond individual issue resolution. You will meticulously analyze support ticket trends, identifying recurring questions, common points of confusion, and potential feature gaps. These insights will be synthesized and presented weekly, providing crucial intelligence to inform documentation priorities, enhance our cohort-based curriculum, and shape our product roadmap decisions. You are the eyes and ears of our customer base.
• **Proactive Documentation Creation:** Leveraging your frontline experience, you will translate frequent customer interactions into actionable, self-serve resources. This includes creating and refining help articles, developing comprehensive troubleshooting guides, illustrating effective workflow examples, and documenting best practices. Your contributions will empower customers to find answers independently, thereby reducing future support volume and improving overall user satisfaction.
• **Enriching the Curriculum Feedback Loop:** You will collaborate closely with our enablement team, providing invaluable frontline observations on where participants encounter the most significant struggles post-training. Your insights will directly influence the refinement of existing training content and the development of supplementary educational materials, ensuring our curriculum remains relevant, effective, and addresses real-world user challenges.
• **Driving Product Intelligence:** You will meticulously document customer feedback, including feature requests, bug reports, and user experience friction points. Crucially, you will provide rich context about customer goals and the workarounds they employ. This detailed information will be fed directly to our product and engineering teams, offering the essential 'why' behind the 'what' to inform their prioritization and development efforts.
• **Optimizing Automated Help Systems:** Working collaboratively with the team, you will identify high-volume support queries that are prime candidates for automation. This could involve contributing to AI-powered help responses, enhancing our knowledge base integration, or developing proactive in-app guidance, making our support more efficient and scalable.
• **Balancing Response Quality and Speed:** You will maintain a commitment to fast response times while ensuring the delivery of thoughtful, complete, and accurate answers. The focus is on solving the root cause of a problem, not just addressing the immediate symptom. This requires a delicate balance between efficiency and the high quality of support our customers expect.
• **Monitoring Customer Health:** You will play a role in identifying customers who exhibit signs of frustration, disengagement, or potential churn. By recognizing support patterns that indicate deeper issues, you will collaborate with our Customer Success team to initiate proactive outreach, ensuring customer retention and satisfaction.
• **Contributing to a Culture of Continuous Improvement:** AirOps is a fast-paced, hyper-growth company. Your ability to adapt, learn quickly, and contribute to a culture of extreme ownership, quality, curiosity, and play will be essential. You will be part of a team that is passionate about making our customers heroes and fostering respectful candor in all interactions.

🎯 Requirements

• Minimum 1 year of experience in customer support, technical support, or customer success roles, preferably within a SaaS or technical product environment.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences and adapt tone appropriately.
• A strong pattern recognition mindset, with a natural inclination to identify trends, connect dots, and think systemically about customer issues.
• Demonstrated technical aptitude, including the ability to quickly learn new software platforms, understand workflow logic, and troubleshoot multi-step processes.
• A genuine customer-centric approach, with a deep sense of empathy and a commitment to ensuring customer success.
• Excellent organization and prioritization skills, with the ability to manage support queues effectively and triage issues by urgency and impact.

🏖️ Benefits

• Competitive salary and equity in a fast-growing startup.
• Comprehensive benefits package tailored to your location.
• Flexible time off policy to support work-life balance.
• Generous parental leave.
• A collaborative, fun-loving, and intellectually stimulating team environment.

Skills & Technologies

Remote

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Airops Inc.

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About Airops Inc.

Airops is a leading provider of AI-powered solutions for operational efficiency. Their platform integrates seamlessly with existing business systems to automate complex workflows, enhance decision-making, and drive significant cost savings. By leveraging advanced machine learning algorithms and natural language processing, Airops empowers organizations across various industries, including finance, healthcare, and logistics, to optimize their operations. The company focuses on delivering tangible business outcomes through intelligent automation, enabling clients to reduce manual effort, minimize errors, and improve overall productivity. Airops is committed to helping businesses navigate the complexities of modern operations with cutting-edge AI technology.

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