As a Manager of Technical Support, you’ll lead a high-performing team responsible for resolving complex, high-impact customer cases across Airtable’s diverse user base. These cases span a range of product surfaces and technical depth—requiring advanced troubleshooting, product fluency, and sustained ownership.
You’ll drive day-to-day team operations, coach technical support specialists, and play a key role in improving workflows, efficiency, and customer outcomes. This is a hands-on leadership role: you’ll be expected to dig into the product, understand technical nuances, and guide your team through ambiguity. You’ll also partner cross-functionally to ensure systemic issues are addressed and product feedback loops stay strong.
This role reports to the Senior Manager, Technical Support and contributes to the broader maturity, quality, and scalability of our global support function.
What you'll do
- Manage and develop a team of Technical Support Specialists resolving advanced cases across multiple customer segments and product areas.
- Guide resolution strategies for complex issues, acting as an escalation point and ensuring clarity and quality in technical communication.
- Build deep product knowledge and coach your team toward the same—reviewing cases, sharing insights, and reinforcing best practices.
- Monitor performance through SLAs, CSAT, QA, and other operational metrics, and use that data to drive continuous improvement.
- Partner with Engineering, Product, and Customer Success teams to surface trends, close feedback loops, and improve internal processes.
- Champion and implement AI-powered workflows to enhance team efficiency and deliver faster, more consistent customer outcomes.
- Identify workflow gaps or inefficiencies and propose scalable solutions across tooling, process, or documentation.
- Contribute to a team culture grounded in ownership, technical excellence, and customer impact.
Who you are
- You have 5–7 years of experience in technical or customer support, including 2+ years of people management.
- You’re a hands-on leader who thrives in complexity and leads with curiosity, rigor, and clarity.
- You’ve supported technically complex products and are comfortable diving into product behavior, API workflows, or advanced configuration scenarios.
- You understand the mechanics of strong support operations—SLAs, escalation paths, tooling, and team metrics.
- You’re skilled at coaching others and enjoy developing technical depth within your team.
- You’re an effective communicator who can distill ambiguity into actionable plans and guidance.
- You care deeply about delivering high-quality customer experiences and building a team culture that values impact, learning, and accountability.
- You have an understanding of and interest in how AI can be leveraged across support workflows—both personally and at scale—to improve internal efficiency and deliver faster, more impactful customer experiences.
Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant.
VEVRAA-Federal Contractor
If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Formand let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.
