Airtable · 10 hours ago

Customer Support Strategy, Planning & Insights Manager

Remote - US

Full-time

Remote

Senior Level

$149K/yr - $194K/yr

7+ years exp

Maximize your interview chances

DatabaseDeveloper Tools

Insider Connection @Airtable

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Lead annual and quarterly strategic and budget planning processes for the Customer Support organization, including headcount (FTE and BPO) and technology planning

Design and maintain real-time dashboards and tracking metrics for leading and lagging indicators of success (CSAT, Time to Resolution, First Contact Resolution, etc.)

Conduct hands-on deep-dive analyses on support trends across our customers to identify systematic issues and improvement opportunities that improve the customer experience

Design and develop predictive models to forecast contact volume and resulting resource allocation and capacity planning

Develop and operationalize agent productivity metrics and establish performance benchmarks in partnership with the Head of Customer Support

Support the development of quarterly and monthly business reviews with actionable data driven insights for Customer Support leadership

Work with stakeholders to define operational system requirements and work with technology and operations teams to implement requirements

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Sales Strategy & OpsSupport OpsRevenue OpsExcelAnalytical toolsLookerTableauCapacity planningBusiness requirements

Required

7+ years of total work experience, with at least 3+ years of experience in Sales Strategy & Ops / Post Sales Strategy & Ops, Support Ops, Revenue Ops, or experience in management consulting.

Proactive and consultative approach, building trust consistently and quickly.

Exceptional verbal and written communicator.

Very strong in Excel and analytical tools (e.g., Looker, Tableau, etc.).

Experience translating business needs into requirements actionable by technical teams (e.g., business technology, data engineering, etc.).

Ability to work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment.