Operations Specialist I, High-Tech (UK) New UK

Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands. As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission‑critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors. The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time‑critical logistics.

Primary Focus: To set up all new orders containing the most time‑sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish.

Importance of role: The operations team is the backbone of our company and by working on the front lines you represent, first‑hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Responsibilities:

• Operating the Airspace Platform
• Set up new orders by adhering to both standard work practices and client‑specific SOP instructions
• The ability to rapidly move from one critical task to another
• Accurately confirm job milestones are completed correctly and on time
• Ability to navigate and interpret Airline booking and tracking websites
• Following all process and communication standards within multiple platforms
• Ability to stay independently informed by reviewing all communications provided throughout the company platforms
• Proactive Customer Updates
• Ability to professionally relay delays, issues, and updates with customers through verbal and written communication.
• With the customer’s best interest in mind, always looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times.
• Escalate issues early and appropriately
• Intuitive Problem Solving
• Route shipments according to customer requirements
• Book new AWBs via electronic or verbal communication.
• Ability to update, manage, and/or change airway bills using initial or tenured training.
• Ability to source driver coverage for any segment of an order.
• Ability to apply training and tenured knowledge to find out of the box solutions to common or uncommon issues.
• Follow escalation procedures and guidance provided by senior team members to assist in issue resolution.
• Knowledge of import and export processes and requirements
• Ability to interpret, create, and audit documentation for international travel (air and land)
• Demonstrate understanding and urgency of milestone updates, delays, QPT/QDT, etc.
• Handling All Inbound and Outbound Communications
• Timely acknowledgment and action of all email, phone and text requests
• Expected to consistently meet all minimum metric expectations for phone availability and acceptance
• Proper use of communication platform statuses
• Manual order placement for customers through inbound calls and emails
• Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email.
• Where necessary: Ability to elevate using the correct escalation methods for timely resolutions.
• Maintaining Balanced Level of Performance
• As an OSI, you will be expected to meet minimum metric requirements and customer service standards for an entry level position. Expectations will increase with each advancement. All expectations will be communicated to you through your direct reporting supervisor.

Core Values:

• We are One Team. We believe we all accomplish more when we are working together.
• We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers.
• We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.

About Airspace: From life‑saving organs to essential machinery components, Airspace is trusted by the world’s largest companies and most critical healthcare organizations to move their most time‑sensitive shipments on time, every time. Our proprietary AI‑powered platform is the most advanced of its kind‑ awarded and protected by multiple patents, it provides speed, reliability, and transparency unrivaled in time‑critical logistics. We are thinkers, builders, and doers; from building and deploying AI in the world to assembling a world‑class operations team, Airspace is on a hyper‑growth trajectory while remaining hyper‑focused on the needs of our customers and team members. With offices in the United States in Carlsbad, CA and in Europe in Amsterdam, Frankfurt, Stockholm, and London, we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors including Telstra, HarbourVest, Prologis, Qualcomm, Defy, and others, Airspace has raised $140M to date. Join our team of 300+ technologists, futurists, and industry veterans as we work as One Team to revolutionize time‑critical logistics.

Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E‑Verify program for all locations.