Senior Technical Customer Experience Specialist (£38k-£40k) at AirPortr Technologies Limited
United Kingdom
Job Description
This is a job that Jill, our AI Recruiter, is recruiting for on behalf of one of our customers.
She will pick the best candidates from Jack's network.
The next step is to speak to Jack.
Job Title Senior Technical Customer Experience Specialist
Salary £38k-£40k
Company Description London travel-tech startup building digital infrastructure for global baggage logistics for major airlines including BA and Lufthansa
Job Description 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.
Who are Jack \& Jill? 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.
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.
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.
We never post fake jobs This isn't a trick. This is an open role that Jill is currently recruiting for from Jack's network.
Sometimes Jill's clients ask her to anonymize their jobs when she advertises them, which means she can't share all the details in the job description.
We appreciate this can make them look a bit suspect, but there isn't much we can do about it.
Give Jack a spin! You could land this role. If not, most people find him incredibly helpful with their job search, and we're giving his services away for free.