At a Glance
- Tasks: Lead investigations into system issues and optimise customer support workflows.
- Company: Exciting London travel-tech startup revolutionising baggage logistics for major airlines.
- Benefits: Competitive salary, dynamic team environment, and opportunities for career growth.
- Other info: Join a rapidly expanding team and shape the future of travel tech.
- Why this job: Make a real impact on global air travel by solving complex challenges.
- Qualifications: Experience in technical support and proficiency in Jira and Zendesk.
The predicted salary is between 38000 - 40000 € per year.
As the definitive technical authority within the CX team, you will re-architect how baggage moves globally by resolving complex system frictions. You will perform deep-dive root cause analysis using APIs and logs, translate technical issues into developer‑ready Jira tickets, and drive the strategy for an AI‑assisted service model for global aviation partners.
Location: London, UK
Why this role is remarkable:
- Solve one of air travel's hardest problems by building the "digital rails" for baggage handling at a global scale alongside partners like Virgin Atlantic and easyJet.
- Direct influence on the product roadmap by presenting high‑level Voice of Customer insights and technical friction data to executive leadership.
- Join a rapidly expanding 36‑person team where you will architect CX workflows and AI automation strategies rather than just following existing processes.
What You Will Do:
- Lead advanced root‑cause investigations into system behavior and data inconsistencies using network inspectors, log files, and API documentation.
- Architect and optimize the full support lifecycle within Zendesk, defining QA standards, ticket routing, and complex escalation paths.
- Translate technical friction into validated, high‑impact Jira tickets with precise reproduction steps for the engineering team to action.
The ideal candidate:
- Proven experience in a high‑tier Technical Support or Product Ops role within a fast‑growing tech startup environment.
- Expert‑level proficiency in the Atlassian suite (Jira/Confluence) and Zendesk, with a track record of building automated workflows and knowledge architectures.
- Exceptional technical communication skills with the ability to bridge the gap between customer‑facing messaging and deep‑dive engineering requirements.
Senior Technical Customer Experience Specialist (£38k-£40k) at London travel-tech startup build[...] employer: Jack & Jill
Join a dynamic London travel-tech startup that is revolutionising global baggage logistics for major airlines. With a strong focus on innovation and employee growth, we offer a collaborative work culture where your contributions directly shape the future of air travel. Enjoy competitive salaries, opportunities for professional development, and the chance to work alongside industry leaders in a rapidly expanding team.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Customer Experience Specialist (£38k-£40k) at London travel-tech startup build[...]
✨Tip Number 1
Network like a pro! Reach out to people in the travel-tech industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience with technical support and customer experience. This will help you stand out during interviews.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable discussing your technical expertise and problem-solving strategies.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Technical Customer Experience Specialist (£38k-£40k) at London travel-tech startup build[...]
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Technical Customer Experience Specialist. Highlight your experience in technical support and product ops, especially in fast-growing tech startups. We want to see how your skills align with our mission to revolutionise baggage logistics!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about solving complex problems in air travel. Share specific examples of how you've tackled similar challenges before, and let us know why you’re excited about joining our team at StudySmarter.
Showcase Your Technical Skills:Since this role requires expert-level proficiency in tools like Jira and Zendesk, make sure to highlight your experience with these platforms. We love seeing candidates who can demonstrate their ability to translate technical issues into actionable tickets, so don’t hold back!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy – just a few clicks and you’re on your way to potentially joining our amazing team!
How to prepare for a job interview at Jack & Jill
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around APIs and log analysis. Be ready to discuss how you've tackled complex system issues in the past, as this role demands a deep understanding of technical frictions.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've led root-cause investigations or resolved technical challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how your actions had a positive impact.
✨Familiarise Yourself with the Tools
Since you'll be working with Jira, Confluence, and Zendesk, make sure you're comfortable navigating these platforms. If possible, try to demonstrate your experience with building automated workflows or optimising support lifecycles during the interview.
✨Communicate Clearly and Confidently
This role requires bridging the gap between technical details and customer-facing communication. Practice explaining complex concepts in simple terms, as this will show your ability to convey important information effectively to both technical and non-technical stakeholders.
