Customer Experience Manager

AirPortr is making the future of air travel more efficient, seamless, and sustainable. Its platform connects airlines, airports, ground handlers and customers, to create innovative smart-baggage solutions for airline customers, from doorstep to destination.

We work with the industry leaders to redefine air travel experience for passengers and bring the most innovative baggage solutions for off-airport check in and processing. Our products redefine user experience, operational efficiencies at the airport, and infrastructural requirements of the next generation of airports.

We’re growing rapidly as we scale into new markets in Europe and beyond, and our growth is further underpinned by strong consumer demand for services that simplify the travel journey. Our plug and play platform manages everything from merchandising the product with airlines, through to orchestrating service delivery with our large supply partners, like global handler, Swissport. All the complexity within this is turned into customer simplicity, through a fully digitised end-to-end user experience.

What are we looking for?

We’re looking for a passionate and motivated Customer Experience Manager to join our existing team. Reporting to the Head of Operations, you’ll be responsible for ensuring our customers get the best experience whenever and however they interact with us. You’ll manage a small team of Senior Support Advisors and play a crucial role as we balance growing our department with automation and human interaction.

You’ll be an empathetic people manager, focused on fostering a collaborative and motivating environment for our team where they can thrive, balancing their needs along with the goals of the business.

What will you be doing day-to-day?

Days will vary but will look something like this:

• Lead, manage, and motivate the customer support team to deliver exceptional service, fostering a positive and motivating work environment to keep team members engaged and productive.
• Conduct regular 1-2-1s and feedback sessions with the team to ensure we’re hitting our high CSAT and Proven experience in leading and managing a scaling customer support team through growth
• Exceptional interpersonal skills with the ability to build relationships quickly
• You’re passionate about people, you put the customer first in everything you do and motivate the team to think the same
• Ability to prioritise and manage multiple workstreams, all with high importance
• Expertise in implementing and growing AI applications in customer service.
• You have experience using Zendesk or a similar CMS system
• You’ve experience dealing with challenging situations , and are confident handling difficult, unsatisfied customers
• Experience is analysing performance data to identify areas for improvement and optimisation.
• The ability to utilise insights from performance data and customer feedback to inform and drive decisions, ensuring continuous improvement in AI and automation processes
• Strong reporting skills.
• Proven business acumen skills and experience of managing departmental P&L
• Ability to turn feedback into possible solutions.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
• You’re a self starter, taking initiative and recognising opportunities to improve the way we work
• Happy to be flexible with your schedule. Whilst the position is Monday-Friday, you will need to work some evenings and weekends to help with cover.
• German speaking highly desirable

What will we need from you?

Here are the key skills & experiences the ideal candidate would possess. If you meet most, but not all of these, and think you’d be a great fit for the role, we’d still like to hear from you.

• Proven experience in leading and managing a scaling customer support team through growth in a fast paced start up environment
• Exceptional interpersonal skills with the ability to build relationships quickly
• You’re passionate about people, you put the customer first in everything you do and motivate the team to think the same
• Ability to prioritise and manage multiple workstreams, all with high importance
• Expertise in implementing and growing AI applications in customer service.
• You have experience using Zendesk or a similar CMS system
• You’ve experience dealing with challenging situations , and are confident handling difficult, unsatisfied customers
• Experience is analysing performance data to identify areas for improvement and optimisation.
• The ability to utilise insights from performance data and customer feedback to inform and drive decisions, ensuring continuous improvement in AI and automation processes
• Strong reporting skills.
• Proven business acumen skills and experience of managing departmental P&L
• Ability to turn feedback into possible solutions.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
• You’re a self starter, taking initiative and recognising opportunities to improve the way we work
• Happy to be flexible with your schedule. Whilst the position is Monday-Friday, you will need to work some evenings and weekends to help with cover.
• German speaking highly desirable

What can you expect from us?

Your salary will be negotiable depending on the experience you bring, and you will receive flexible benefits including;

• Remote / Flexible working
• 25 days annual leave + bank holidays + 1 day birthday leave
• ️Enhanced maternity & paternity leave
• Social events - Regular team events throughout the year
• Home office scheme
• Pension scheme
• Life Insurance
• Flexible Health & Financial benefits
• Airportr discounts

You will be joining a business that is scaling up with plans to keep growing in the coming years, providing opportunities to grow your career.

As part of your onboarding, we will conduct a basic DBS check.