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Customer Support Associate

Air

Air

Customer Service
New York, NY, USA
Posted on Feb 1, 2025

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.