Are you passionate about empowering customers to unlock the full potential of Airtable, especially its cutting-edge AI features? As a Senior Base Optimization Specialist, you’ll play a pivotal role in post-sales customer success, directly engaging with users to resolve technical and operational challenges, accelerate adoption, and drive satisfaction. This is a unique opportunity to leverage your technical expertise, consultative mindset, and adaptability in a fast-evolving environment—making a tangible impact on how organizations, especially in higher education, transform their workflows with Airtable.

What you'll do

• Conduct direct customer calls to diagnose and resolve technical and operational issues, with a focus on AI and advanced platform capabilities
• Guide customers through complex implementations, automation workflows, API integrations, and database optimizations
• Proactively identify and address adoption barriers, accelerating customer success and platform utilization
• Maintain a high standard of customer satisfaction (5.0 CSAT) and productivity (>70% occupancy) through efficient case management
• Continuously learn and master new Airtable features and AI functionalities, staying ahead of product updates and emerging use cases
• Collaborate with internal teams to share customer insights and contribute to product and process improvements

Who you are

• Experienced in higher education or similar environments, with a strong understanding of institutional workflows and challenges
• Technically proficient, with demonstrated ability to quickly learn and apply new tools, especially no-code/low-code platforms and AI features
• Skilled problem-solver, comfortable navigating databases, automations, and integrations to deliver effective solutions
• Self-directed and adaptable, able to independently research and master evolving platform capabilities without extensive formal training
• Naturally inquisitive and consultative, adept at asking probing questions to uncover root causes and identify opportunities for expanded platform usage
• Proven track record of delivering exceptional customer experiences, as evidenced by high CSAT scores and successful customer engagements

What We Offer

• In addition to NHS coverage, you will have access to supplemental insurance 100% covered (and your dependents covered at 85%)
• Competitive pension scheme, life insurance, paid leave and sick leave
• Complimentary mental health support via Modern Health
• Family planning support via Carrot (fertility, adoption, and surrogacy)
• Flexible and generous time off and sick time benefits
• Transportation & Commuter Benefits
• Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
• Supplemental reimbursement for Gender Affirmation procedures and services
• Legal services - access to online tools to legal forms

At Airtable, we embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. We strive for Airtable to be a pleasant and supportive place to work, and to attract and retain a diverse team of talented people. We take great pride in holding everyone accountable for treating each other with dignity and respect.

Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, please complete our Accommodations Request Form and let us know how we may assist you.