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Salary: USD 27 - 40 / hourly
Airspace is a tech-enabled freight forwarder specializing in time-critical logistics for mission-critical packages. The company leverages AI and machine learning to coordinate logistics across a global network of drivers and airlines, delivering items ranging from organs for transplant to aircraft parts and semiconductors. Headquartered in Carlsbad, California, with European operations in Amsterdam, Airspace has raised over $140M and is recognized as one of America's best startup employers and a CNBC Disruptor 50 company.
As an Operations Expert, you are the highest-level resource for your assigned sector—the person leadership and account managers turn to when escalations need real answers, not another chain link. You've mastered your sector as an Operations Specialist III and now expand into a mentoring and real-time coaching role.
Key Responsibilities:
- Independently resolve all escalated issues surfaced by teammates, account managers, and leadership
- Serve as the key knowledge point for complex shipments and situations within your sector
- Guide teammates in real time when errors or issues occur, providing live coaching during volume fluctuations and customer encounters
- Evaluate process adherence and identify live training opportunities
- Monitor core service platforms (ticketing, calling, live dashboards) and allocate team resources appropriately
- Monitor on-shift team activity and high-visibility orders
- Maintain expert-level platform proficiency, including certifications; quote and source specialized transport requests (on-board courier, charter)
- Identify process gaps and propose alternative solutions in partnership with your supervisor
- Provide world-class customer service through proactive, thorough communication
- Meet minimum metric requirements and customer service standards appropriate for this level
Requirements:
- Demonstrated success as an Operations Specialist III or equivalent experience serving as a team's top escalation resource
- Deep, expert-level mastery of your assigned sector's processes, escalation patterns, and edge cases
- Proven ability to coach and guide teammates in the moment, not retroactively
- Experience monitoring live queues and reallocating resources under shifting volume
- Comfort interfacing directly with account managers and leadership on complex or escalated situations
- Track record of identifying process gaps and proposing solutions, not just flagging problems
- Any additional certifications required for the Expert tier, where applicable
- Available for 2 weeks of training in person on-site at Carlsbad, CA headquarters
