Team Lead (Support Tools)
NeonFull Time
Senior (5 to 8 years)
Candidates should have 5-7 years of experience in technical or customer support, including 2+ years of people management. They must be hands-on leaders comfortable with technically complex products, API workflows, and advanced configuration scenarios. Strong understanding of support operations mechanics, including SLAs, escalation paths, tooling, and team metrics, is essential. Excellent coaching, communication, and problem-solving skills are required, along with a deep commitment to customer experience and team culture. Familiarity with AI in support workflows is also a plus.
The Manager of Technical Support will lead a team resolving complex customer cases, guide resolution strategies, and act as an escalation point. They will develop deep product knowledge, coach team members on best practices, and monitor performance using operational metrics to drive improvements. This role involves partnering with cross-functional teams like Engineering and Product to address systemic issues and improve processes. Responsibilities also include championing AI-powered workflows, identifying and implementing solutions for workflow inefficiencies, and fostering a team culture of ownership, technical excellence, and customer impact.
SaaS platform for workflow and data management
Airtable offers a platform that merges spreadsheet and database functionalities, allowing users to manage workflows and data without advanced technical skills. The platform is adaptable for various uses, such as project management and customer relationship management, and enables users to visualize data in multiple formats. Operating on a subscription-based model, Airtable provides different pricing tiers to cater to a wide range of clients, from individuals to large organizations. The company's goal is to empower users to effectively manage their data and workflows, making software creation accessible to everyone.