Customer Support Associate

Air is a Creative Ops System for creative teams. Our product automates the mindless tasks that creatives and marketers do every day to manage content and unlocks creativity through image recognition, automated versioning, and approval workflows. We launched in March 2021 and have raised +$70m from world-class venture capital groups including Avenir, Tiger Global, Headline Ventures, Lerer Hippeau, WndrCo, and Slack Ventures.

Location: NYC or Toronto

This is a role requiring in-office attendance at least 3 days per week.

Reporting to: Manager, Onboarding & Support

The Role

As a Customer Support Associate at Air, you will be the frontline hero for our users, delivering exceptional service that ensures customer satisfaction and supports ongoing engagement with our platform. You'll tackle challenges head-on, providing timely and accurate responses to customer inquiries while helping them navigate and maximize their use of Air’s features.

We’re looking for proactive, empathetic, and detail-oriented individuals who are passionate about delivering outstanding customer experiences and are eager to learn and grow within the tech and creative industries.

Key Responsibilities

• Provide prompt, accurate, and friendly support. Answer customer queries via email, phone, and live chat.
• Diagnose and resolve technical issues, escalating complex problems to the appropriate teams and following up to ensure resolution.
• Act as the voice of the customer within Air, sharing feedback and insights with the Product and Development teams to help refine and improve our platform.
• Maintain accurate records of customer interactions, transactions, comments, and complaints. Excellent project management skills are a plus!
• Contribute to the ongoing improvement of the Customer Support processes and resources.
• Collaborate and work closely with the Customer Success team to ensure no communication gaps and drive CSAT in accounts.

• 1-2 years in customer service, help desk, or related support roles.
• Experience with Intercom or Zendesk
• B2B SaaS experience is a plus!
• A proactive, empathetic approach to customer service, capable of engaging positively with customers.
• Excellent communication skills, both verbal and written, with the ability to explain complex issues in clear, simple terms.
• A quick learner with the ability to absorb extensive information on our product’s features.
• Strong problem-solving skills, with a methodical approach to addressing customer needs.

What Success Looks Like

You deliver service so memorable that our customers tell stories about it.

You use your deep understanding of our platform to resolve issues quickly, reducing the need for follow-up contacts.

You become a go-to resource for both customers and internal teams, continuously expanding your knowledge of Air’s offerings.

You de-escalate customer situations, built back their trust and turn them into Air advocates.

Our company culture was built around a tireless pursuit to be the best at what we do. We're entrepreneurial and focused: tackling problems head-on without ego. We communicate with empathy. We speak directly, listen thoughtfully, and ask questions. We previously worked out of a cozy warehouse in Brooklyn, but we're now distributed between two offices in New York City and Toronto.

Air contributes to medical, dental, and vision insurance and dependent coverage. We offer a generous work-from-home stipend, professional development reimbursement, and unlimited vacation days. Although we are still early stage, we are always seeking ways to invest in the long-term health, wellness, and continued education of our employees.

At Air, we believe that it takes a diversity of thought, culture, race, sexual orientation, and outlook to build a world-class business. We value unique contributions and welcome people of all backgrounds, experiences, and perspectives to join us at Air.

This is a role requiring in-office attendance at least 3 days/week!

If based in the US, the compensation range for this role is USD $61,000 to $108,000.

If based in Canada, the compensation range for this role is CAD $49,000 to $86,000.