Member Experience Agent

About the role

Join Airtime’s Member Experience (MX) team as a Member Experience Agent. You will be the front‑line contact for our growing community, delivering friendly, efficient support across multiple channels and helping shape the product through member feedback.

Key responsibilities

• Own end‑to‑end member interactions, ensuring each conversation leaves a positive impression.
• Answer questions, investigate issues, and provide timely solutions via chat, email, and social media.
• Develop deep product knowledge to deliver accurate support across all Airtime features.
• Identify trends and recurring problems, collaborating with Product, Tech, and other teams to improve the member experience.
• Maintain up‑to‑date member records and clear documentation of all interactions.

Required profile

• Passionate about helping people and delivering high‑quality service.
• Proactive, resourceful, and comfortable taking ownership of issues.
• Quick learner who enjoys solving problems and managing competing priorities.
• Strong written and verbal communication skills.
• Curious, collaborative, and always looking for ways to improve processes.

Required skills

• Experience with customer service platforms and CRM systems.
• Familiarity with internal support tools and knowledge‑base systems.
• Comfort using social media channels (e.g., Facebook, X, Instagram) for support.
• Experience handling queries on online review platforms.

What we offer

• Fast‑growing, innovative environment with regular product releases.
• Collaborative team culture focused on shared goals and continuous learning.
• Benefits package designed to support flexibility, wellbeing, and professional development.