Team Lead (Support Tools)
NeonSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Software, BiotechnologyIndustries
Requirements
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.
Responsibilities
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.
Skills
Technical Support
Team Management
Customer Support
Problem Solving
Product Knowledge
Workflow Improvement
AI
Customer Success
Engineering
Product Management
Airtable
SaaS platform for workflow and data management
About Airtable
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.
San Francisco, CaliforniaHeadquarters
2012Year Founded
$1,315.7MTotal Funding
SERIES_FCompany Stage
Data & Analytics, Consumer Software, Enterprise SoftwareIndustries
501-1,000Employees
Benefits
We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 80%)
High deductible health plan available with health savings account contribution
Complimentary One Medical membership for individuals and dependents
Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
Complimentary mental health support via Modern Health Family planning support (fertility, adoption, and surrogacy)
Flexible and generous time off and sick time benefits
16 weeks of parental leave
Annual Learning & Development wallet to support your career development
Emergency backup care for dependents
Access to financial planning and legal support
Risks
Competition from Notion and Coda threatens Airtable's market share.
AI advancements by competitors may outpace Airtable's innovations.
Reliance on third-party integrations poses potential strategic risks.
Differentiation
Airtable combines spreadsheet and database functionalities for custom app creation.
The platform offers a no-code solution, appealing to non-technical users.
Airtable's tiered pricing caters to a wide range of users and businesses.
Upsides
Growing demand for no-code platforms boosts Airtable's market potential.
Recent AI platform launch aligns with trends in AI-driven project management.
Airtable's integration with IBM enhances its collaborative tool offerings.
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