Customer Support Specialist at Airops

About the Role

We are looking for a Customer Support Specialist to join AirOps, a content engineering platform that helps brands succeed in the AI era. This role involves being the first point of contact for customers, resolving issues, and identifying patterns to improve documentation, curriculum, and product development.

Key Responsibilities

• →Manage and resolve customer inquiries via Intercom, helping users troubleshoot workflow issues and understand platform features
• →Identify recurring questions and common confusion points by analyzing support ticket trends
• →Translate frequent support interactions into self-serve resources like help articles and troubleshooting guides
• →Collaborate with the enablement team to improve cohort curriculum based on post-training struggles
• →Document feature requests and UX friction points to inform product and engineering teams
• →Identify high-volume support queries that can be automated through AI-powered help responses
• →Maintain fast response times while delivering thoughtful, complete answers
• →Flag customers showing signs of frustration or disengagement