Customer Support Associate, Air

$61-108k

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

Zendesk

Intercom

Junior level

New York

Toronto

3+ days a week in office

Cloud-based storage for images and videos

Open for applications

Cloud-based storage for images and videos

101-200 employees

B2BData storageInternal toolsDesign

Open for applications

$61-108k

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

Zendesk

Intercom

Junior level

New York

Toronto

3+ days a week in office

101-200 employees

B2BData storageInternal toolsDesign

Company mission

To make creativity easy, fast and fun. Air rethink traditional cloud storage, and make it easier for companies to get from a brainstorm to the final deliverable.

Job

Company

Role

Who you are

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
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 the job involves

Reporting to: Manager, Onboarding & Support
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
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
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 take

Every day, marketers waste countless hours organizing, finding, approving, and sharing content — this mindless work gets in the way of the creative process. Air's product automates these tasks, giving creators back time to do what they do best: create.

Air works as a cloud collaboration platform that negates the need to move items to and from the cloud when working with visual content. Teams can use the platform to search, review, and manage all their content in one place. Users can migrate their content from Dropbox or hard drives, and once all assets are in Air, the platform automates the work and keeps the library organized.

Air's 2022 round of funding from Tiger Global Group and Headline is being used to build out more product features and expand the team. Further, over recent years that has been a rapid surge in the cloud collaboration market, which is forecast to surpass $50 billion by 2025. Air is therefore operating well in a market that is expected to see significant growth.

Kirsty

Company Specialist at Welcome to the Jungle

Company

Funding (last 2 of 6 rounds)

Jan 2025

$35m

SERIES B

Jan 2022

$10m

EARLY VC

Total funding: $70.5m

Company benefits

Air contributes 90% to medical, dental, and vision insurance and 75% to dependent coverage
Employees also have life insurance, disability insurance, and membership to One Medical
401k program
Commuter benefits
Generous work from home stipend
Professional development reimbursement
Unlimited vacation days

Company HQ

Gowanus, NY

Leadership

Shane Hegde

(CEO & Co-Founder)

Studied Science at Stanford. Co-Founder & CEO of Swap Mobile. An Investor at HPS Investment Partners. Chief Digital Strategist at REVOLT MEDIA & TV.

Tyler Strand

(CTO & Co-Founder)

Studied Computer Science at Stanford. Co-founder & CEO of hostess.fm. Worked for over a year at Beatport, from Product Manager to Director of Product. Was Partner & Director of Product Management at Postlight.

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