AirOps

Customer Support Specialist

AirOps

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

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Job Level

Junior

About the role

  • Frontline Customer Support: Manage and resolve customer inquiries via Intercom, helping users troubleshoot workflow issues, understand platform features, and overcome technical blockers with clear, empathetic guidance.
  • Pattern Recognition & Synthesis: Identify recurring questions, common confusion points, and feature gaps by analyzing support ticket trends. Surface these patterns weekly to inform documentation priorities, cohort curriculum additions, and product roadmap decisions.
  • Documentation Creation: Translate frequent support interactions into self-serve resources—help articles, troubleshooting guides, workflow examples, and best practice documentation that prevent future tickets.
  • Curriculum Feedback Loop: Collaborate with the enablement team to identify where cohort participants struggle most post-training. Your frontline observations directly inform session content improvements and additional educational resources.
  • Product Intelligence: Document feature requests, bug reports, and UX friction points with context about customer goals and workarounds. Provide product and engineering teams with the "why behind the what" to inform prioritization.
  • Automated Help System Optimization: Work with the team to identify high-volume support queries that can be automated through AI-powered help responses, knowledge base integration, or proactive in-app guidance.
  • Response Quality & Speed: Maintain fast response times while delivering thoughtful, complete answers that solve the root problem—not just the surface symptom. Balance efficiency with quality.
  • Customer Health Monitoring: Flag customers showing signs of frustration, disengagement, or churning behavior. Collaborate with Customer Success on proactive outreach when support patterns indicate deeper issues.

Requirements

  • 1+ years in customer support, technical support, or customer success roles, ideally in SaaS or technical product environments where you've solved complex customer problems
  • Exceptional written communication: You explain technical concepts clearly to non-technical audiences, adapt your tone to customer needs, and write with empathy and precision. You can make someone feel heard while efficiently guiding them to solutions.
  • Pattern recognition mindset: You naturally notice trends across conversations, connect dots between seemingly unrelated issues, and think beyond individual tickets to systemic improvements
  • Technical aptitude: You learn software platforms quickly, understand workflow logic and data flows, and can troubleshoot multi-step processes. You're comfortable diving into technical details when needed.
  • Customer empathy at your core: You genuinely care when someone is stuck, frustrated, or confused. You celebrate their wins and feel personally invested in their success with the platform.
  • Organization and prioritization skills: You manage support queues effectively, triage by urgency and impact, and never let urgent issues slip through the cracks while maintaining quality across all interactions
  • Proactive problem-solving: When you encounter a gap in documentation or a confusing feature, you don't just work around it—you flag it, suggest improvements, and follow through to ensure it gets addressed
  • Systems thinking: You see how individual support interactions connect to larger customer experience challenges and can articulate the "why" behind patterns you observe
  • Nice to Have
  • Experience with Intercom, Zendesk, or similar customer support platforms
  • Familiarity with workflow automation tools, marketing platforms, or AI applications
  • Background in content marketing, SEO, or marketing operations (helpful context for understanding customer use cases)
  • Experience contributing to knowledge bases, help centers, or customer-facing documentation
  • Basic understanding of APIs, integrations, or technical troubleshooting
  • Previous experience where you've influenced product development through customer feedback synthesis
Benefits
  • Equity in a fast-growing startup
  • Competitive benefits package tailored to your location
  • Flexible time off policy
  • Parental Leave
  • A fun-loving and (just a bit) nerdy team that loves to move fast!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical supporttroubleshootingworkflow automationdocumentation creationpattern recognitiondata flowsAPIstechnical troubleshootingcustomer feedback synthesis
Soft Skills
written communicationcustomer empathyorganizationprioritizationproactive problem-solvingsystems thinkingadaptabilityattention to detailcollaborationcritical thinking