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.
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Senior Technical Customer Experience Specialist at AirPortr Technologies Limited
Baggage handling is one of air travel's hardest problems, and this London-based travel-tech startup is building the digital rails to fix it. As a Senior Technical CX Specialist, you won't just be answering tickets—you'll be performing deep-dive API investigations, architecting Zendesk workflows, and translating technical friction into developer-ready Jira tickets that shape the product roadmap for partners like BA and Lufthansa. If you are a technical problem-solver who thrives at the intersection of CX and Product Ops, this is your chance to make baggage handling invisible at a global scale.
Overview
Role overview
Company
AirPortr Technologies Limited
London travel-tech startup building digital infrastructure for global baggage logistics for major airlines including BA and Lufthansa
Responsibilities
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.
Candidate profile
Who this is a fit for
- 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.
What makes it remarkable
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.
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.