Airtable is seeking enthusiastic Customer Support Advocates to enable our customers! We're looking for an individual contributor who is highly empathetic, eager to understand underlying issues, and whose passion is providing people actionable solutions.

Note: New hires in Texas may join our full-time team immediately, while all other U.S. candidates will be offered contract positions for 6 months before being evaluated for a full-time role.

The right person won’t just field questions, but will use our support platform as a vehicle to constantly improve on how Airtable meets customer needs. This role requires a love of learning, deep curiosity, and clear-writing skills. The right customer solution won't always be obvious, but you see this as part of the fun!Airtable users span every industry and every function—they are cattle farmers, Fortune 500 companies, and city governments—which means our Customer Support Advocates will be supporting a diverse and dynamic range of use cases.

What you’ll do

Provide exceptional customer service helping everyone—from nonprofit managers to Fortune 500 executives—realize their goals through Airtable.
Anticipate customer needs and problems before they surface; develop deep customer intuition to empower Airtable’s customers to achieve their goals.
Handle all of our tickets with the ability to answer any and all questions in regard to Airtable, ranging from base design to formula creation, and escalating to Tier III when troubleshooting capacity has been reached or recognizing when the issue is a bug.
Confident handling customer support live (eg. chat or screen share) or asynchronously (eg. email) support for an increasing area of domain expertise to model any kind of workflow, from editorial calendars for major publications to fire truck inventories for fire departments.
Collaborate with Support Operations to learn, implement and give feedback on new, untested customer support approaches (ie: chat experimentation, community forum participation, etc.)
Relay customer feedback and highlight improvement opportunities to inform future Product, Growth, Marketing, and Customer Support initiatives.

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