At a Glance
- Tasks: Lead complex investigations and mentor team members in technical customer experience.
- Company: AirPortr Technologies Limited is a London-based travel tech scale-up partnered with major airlines.
- Benefits: Flexible work culture with mostly remote options and quarterly visits to London headquarters.
- Other info: This senior role is pivotal for scaling AirPortr’s global operations.
- Why this job: High-impact ownership over technical CX strategy for global aviation logistics.
- Qualifications: Proven experience in high-tier technical support and advanced proficiency in Zendesk and Atlassian.
The predicted salary is between 38000 - 40000 £ per year.
AirPortr Technologies Limited is a London-based travel tech scale-up building digital rails for baggage, partnered with global giants like British Airways, Lufthansa, and Virgin Atlantic.
As the definitive product expert and technical authority, you will bridge the gap between users, CX operations, and engineering. You'll lead complex investigations, mentor team members, and architect knowledge systems to transform baggage handling into a seamless data-driven network. This senior role is pivotal for scaling AirPortr’s global operations and AI-assisted service model.
Location: London, UK
Why this role is remarkable:
- Join a high-growth 36-person team re-architecting global aviation logistics for major partners like British Airways and easyJet.
- High-impact ownership over technical CX strategy, documentation standards, and the evolution of AI-assisted service models.
- Flexible work culture with mostly remote options, requiring only quarterly visits to the company's London headquarters.
What You Will Do:
- Act as the final escalation point for complex technical issues, performing deep-dive root cause analysis using API traces and log files.
- Translate technical friction into developer-ready Jira tickets and lead the Voice of the Customer reporting to drive product improvements.
- Mentor junior team members on technical investigation quality while defining standards for the internal and external knowledge base.
The ideal candidate:
- Proven experience in high-tier technical support or Product Ops within a fast-paced, high-growth startup environment.
- Advanced proficiency in the Zendesk and Atlassian suites, with a natural talent for clear technical documentation and runbook creation.
- Strong technical diagnostic skills, including comfortable use of network inspectors, log files, and API documentation to solve systemic problems.
Senior Technical Customer Experience Specialist (£38-£40K) at AirPortr Technologies Limited employer: Jack & Jill
AirPortr Technologies Limited, located in London, offers a flexible work culture and is focused on transforming baggage handling. The team of 36 is dedicated to re-architecting global aviation logistics for partners like British Airways and easyJet.
