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.
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Senior Technical Customer Experience Specialist at AirPortr Technologies Limited
AirPortr Technologies Limited is re-architecting the global travel experience by building the digital rails for baggage. As a Senior Technical CX Specialist, you'll join a 36-person team partnered with airlines like British Airways and Lufthansa to make baggage handling invisible at scale. You'll serve as the definitive technical authority, turning complex system hiccups into developer-ready insights and mentoring the team on high-tier investigation. If you thrive in high-growth startups and love solving systemic technical problems while shaping a company’s support architecture, this is your chance to lead from the London headquarters.
About this role
Role overview
About the company
Founded in 2012 and based in London, UK, Airportr operates as a business-to-business-to-consumer (B2B2C) service platform providing smart baggage solutions for airlines and airports, including luggage collection, check-in, and delivery services to enable contactless, bag-free travel experiences.
What you'll do
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.
Who you are
Who this is a fit for
- 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.
Why this role
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.
Jack & Jill
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Meet Jack
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
How does this work?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If it’s a match and the company wants to meet you, they’ll make the intro. In the meantime, if you’d like, Jack will send you excellent alternatives.