Manager, Base Optimization

We’re looking for a Manager, Base Optimization to lead a growing team of Base Optimization Specialists within our Premium Support organization. This team delivers our high-touch, high-impact “Ask an Expert” service—personalized 1:1 live sessions that blend strategic consulting and deep product guidance, helping enterprise customers unlock greater value from Airtable.

As Manager, you’ll be responsible for the performance, development, and impact of this frontline team. You’ll oversee day-to-day operations, drive quality and customer satisfaction, and collaborate cross-functionally to evolve Ask an Expert into a strategic lever for product adoption, retention, and expansion.

You’ll work closely with partners in Support, CS, Sales, and Product to ensure this program scales with customer demand while continuing to deliver an exceptional builder experience. You should be fluent in how Airtable works, how customers use it, and what great builder guidance looks like—so you can support, enable, and advocate for a team of experts doing this work every day.

• Lead, coach, and develop a team of Base Optimization Specialists focused on delivering expert 1:1 sessions that drive builder maturity and product adoption.
• Manage team operations including scheduling, quality review, and performance tracking against core targets such as volume, CSAT, and delivery quality.
• Continuously uplevel team delivery through onboarding, enablement, documentation, and frameworks that drive consistent, scalable service.
• Partner with leaders in CS, Support, and Sales to evolve Ask an Expert as a program—ensuring sessions align with key customer moments and strategic account goals.
• Identify product gaps, service pain points, and enablement needs based on session trends. Synthesize insights and share with cross-functional stakeholders.
• Represent the voice of the builder in cross-functional planning. Advocate for customer-centric improvements that increase Airtable's value and usability at scale.
• Foster a team culture rooted in excellence, empathy, continuous learning, and operational discipline.

• You have 2+ years of people management experience in a customer-facing, technical, or enablement-focused team.
• You’ve previously worked in a high-growth SaaS company, and know how to lead teams through change and ambiguity.
• You are a strong Airtable (or similar no-code) builder with a systems-thinking mindset. You can design smart solutions and coach others to do the same.
• You care deeply about developing people and have a track record of growing team members’ skills and impact.
• You’re passionate about helping customers succeed—especially through education, enablement, and scalable solutions.
• You bring strong operational rigor to your team. You know how to track quality, define success metrics, and optimize workflows.
• You’re a skilled communicator who collaborates well across Product, Engineering, CS, and Sales to drive customer and business outcomes.
• Bonus Points
  • Experience scaling a consultative service or enablement program.
  • Familiarity with support-related platforms and tools (e.g. ServiceCloud, Gong, Zoom).
  • Background in technical consulting, solution architecture, or product education.

Airtable is an equal opportunity employer. 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

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If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

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