Customer Support Strategy, Planning & Insights Manager - Remote

Overview

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.

In Short

• Lead annual and quarterly strategic and budget planning processes for the Customer Support organization.
• Design and maintain real-time dashboards and tracking metrics.
• Conduct hands-on deep-dive analyses on support trends.
• Design and develop predictive models for contact volume forecasting.
• Develop and operationalize agent productivity metrics.
• Support the development of actionable data-driven insights for leadership.
• Work with stakeholders to define operational system requirements.

Requirements

• 7+ years of total work experience, with at least 3+ years in relevant fields.
• Proactive and consultative approach.
• Exceptional verbal and written communication skills.
• Strong in Excel and analytical tools (e.g., Looker, Tableau).
• Experience translating business needs into technical requirements.
• Ability to work well under pressure in a fast-paced environment.
• Bonus: Experience leading projects that improved operations.
• Bonus: Direct experience in Support or post-sales organizations.
• Bonus: Enthusiastic “roll up your sleeves” mentality.

Benefits

• Comprehensive benefits package.
• Opportunity to receive restricted stock units.
• Incentive compensation may be included.