Full-Time

Customer Support Strategy

Planning & Insights Manager

Posted on 12/13/2024

Airtable

Airtable

501-1,000 employees

SaaS platform for workflow and data management

Compensation Overview

$149.2k - $216kAnnually

+ Benefits + Restricted Stock Units

Senior, Expert

Remote in USA

Remote position, candidates must be based in the US.

Category
Customer Support
Customer Success & Support
Required Skills
Tableau
Data Analysis
Excel/Numbers/Sheets
Requirements
  • 7+ years of total work experience
  • at least 3+ years of experience in Sales Strategy & Ops / Post Sales Strategy & Ops, Support Ops, Revenue Ops, or experience in management consulting
  • 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
  • ability to work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
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
Desired Qualifications
  • experience leading end-to-end execution of projects/programs that have significantly improved operations and delivered quantifiable business impact
  • direct experience supporting, or working in, Support or post-sales organizations
  • enthusiastic 'roll up your sleeves' mentality

Airtable provides a platform that combines the functionalities of spreadsheets and databases to help users manage their workflows and data. Users can create custom applications without needing advanced technical skills, making it suitable for a variety of clients, including small businesses, freelancers, and large enterprises. The platform allows for adaptability, enabling users to tailor tools for specific tasks such as project management, content planning, and customer relationship management. Users can visualize their data in different formats, including custom dashboards and visualizations. Airtable operates on a subscription-based model with various pricing tiers, including a free version and premium plans that offer advanced features. The company focuses on continuously improving its platform by adding new features, such as enhanced data visualization capabilities. Airtable's goal is to simplify data management and empower users to create their own solutions.

Company Size

501-1,000

Company Stage

Series F

Total Funding

$1.3B

Headquarters

San Francisco, California

Founded

2012

Simplify Jobs

Simplify's Take

What believers are saying

  • 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.

What critics are saying

  • 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.

What makes Airtable unique

  • 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.

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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

Growth & Insights and Company News

Headcount

6 month growth

-1%

1 year growth

-2%

2 year growth

-2%
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