AirOps · 4 hours ago
Customer Support Specialist
NYC Metro Area
Full-time
Hybrid
Entry Level
1+ years expAirOps is a pioneering content engineering platform that helps brands enhance their visibility in the AI era. The Customer Support Specialist role focuses on frontline problem-solving, where the individual will manage customer inquiries, identify recurring issues, and contribute to product improvements through insightful documentation and feedback.
Artificial Intelligence (AI)Business DevelopmentDeveloper APIsDeveloper ToolsProductivity Tools
Responsibilities
Manage and resolve customer inquiries via Intercom, helping users troubleshoot workflow issues, understand platform features, and overcome technical blockers with clear, empathetic guidance
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
Translate frequent support interactions into self-serve resources—help articles, troubleshooting guides, workflow examples, and best practice documentation that prevent future tickets
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
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
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
Maintain fast response times while delivering thoughtful, complete answers that solve the root problem—not just the surface symptom. Balance efficiency with quality
Flag customers showing signs of frustration, disengagement, or churning behavior. Collaborate with Customer Success on proactive outreach when support patterns indicate deeper issues
Qualification
Required
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
Preferred
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!
Company
AirOps
AirOps enables businesses to build AI-powered content workflows combining multiple language models with brand data for scalable growth.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$62.5MKey Investors
GreylockUnusual VenturesWing Venture Capital
2025-11-10Series B· $40M
2024-10-02Series A· $15.5M
2023-04-26Seed· $7M
Leadership Team
Alex Halliday
Founder and CEO
Matt Hammel
Co-founder and COO
Recent News
Sourcery
2025-11-21
alleywatch.com
2025-11-19
vcnewsdaily.com
2025-11-14
Company data provided by crunchbase