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Airtable’s customers rely heavily on community-generated and Airtable-authored education content to design and unblock their workflows. And our Self Serve Support Manager plays a critical role in helping them get the education content they need, when they need it. The Self Serve Support Manager is responsible for reducing Support’s contact rate by creating a strong perspective on ‘why’ people contact support, then using that point of view to deliver great self-serve help content reactively and proactively. This role also collaborates closely with partners in Airtable’s Scaled Education and Product teams to help form a cohesive positive customer experience. An ideal candidate is analytical, works effectively with cross functional partners, and is experienced in delivering high-value education content. This role will help Airtable understand when and why its Help Content is so heavily trafficked, what changes will help customers get even more value from the content, and will partner with other teams (Product, Scaled Education, Enablement, Marketing, SMEs in Support) to deliver a stronger product.This is a strategic management position, responsible for managing Airtable’s small but mighty Self Service Support team. What you’ll do
Manage the Self Serve Support team, responsible for continually improving Airtable’s Self Serve rate with high-quality discoverable accessible Help Content.
Partner closely with the Director of Customer Support to make tradeoffs across Self Serve and 1:1 Support opportunities as we strive to deliver more real-time answers to unblock all customers in the moment.
Collaborate with other teams to optimize AI-flows, Help Center content, and Technical Support feedback loops to continually improve customer outcomes.
Know the key drivers of Self Service Support inside and out. Use data to find the best opportunities to improve self-service and customer experience, run targeted experiments, and manage stakeholder expectations while making informed sequencing decisions.
Who you are
You get energy in the data-driven details learning ‘what’ resonates with customers and ‘why.’
You rally stakeholders with insightful and actionable stories on how to improve customer education and the product.
You have a love for teaching people. You have past experience in customer education or managing a Help Center.
You have people management experience and a track record of delivering highly impactful work at prior companies.
Bonus points if you have experience using Airtable - we love and frequently use the product to build stronger internal and external experiences
Compensation awarded to successful candidates will vary based on their work location, relevant skills and experience. The base salary range for this role is $195,000 - $292,000 for work locations in San Francisco, Mountain View, Seattle, NYC and LA. For offices outside of these locations the base salary range is $175,000 - $263,000. Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation. To learn more about our comprehensive benefit offerings, please check out Life at Airtable (https://airtable.com/careers/life-at-airtable) .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 (https://drive.google.com/file/d/1jAj2by1bto5g8Xqn9hWNAwPOMGNdfM6/view?usp=sharing) . VEVRAA-Federal ContractorIf 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 Form (https://airtable.com/shrq13fCV8h1sx2t8) and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.Please see our Privacy Notice for details regarding Airtable’s collection and use of personal information relating to the application and recruitment process by clicking here (https://drive.google.com/file/d/1fKEf0G59m8RT2ZaOJyxoqQ3kW3oUaxhZ/view) .
