Job Description

Company Introduction:

Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands.

As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors.

Airspace has been rated one of America’s best Startup Employers and listed as one of CNBC’s Disruptor 50 companies. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has raised more than $140m.

The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics.

Be Your Sector's Highest-Level Resource

Every escalation eventually reaches someone who's seen it before — who can look at a complex shipment, an account-level curveball, or a live volume spike and know exactly what to do. As an Ops Expert, you're that person for your sector.

You've mastered your sector as an Operations Specialist III. Now the job expands: you're the person leadership and account managers turn to when an escalation in your sector needs an answer — not another link in the chain — and a real-time coach for teammates in the middle of a live issue.

What You'll Do

Must be able to perform all responsibilities included in the Operations Specialist III job description, in addition to the following:

Resolve What Escalates Beyond the Team

• Independently resolve all escalated issues, including those surfaced by teammates, account managers, and leadership
• Serve as a key knowledge point for complex shipments and situations within your sector
• Contribute reference and knowledge to teammates and leadership to support account-level improvements

Coach and Lead in Real Time

• Guide teammates in real time when errors or issues occur, not retroactively
• Lead a remote team through live volume fluctuations and customer encounters
• Evaluate process adherence and flag live training opportunities within your team
• Identify team training gaps and partner with supervisors to address them
• Support prioritization and workload balancing within your sector assignment

Monitor and Allocate Live Operations

• Monitor core service and communication platforms (e.g., ticketing, calling, live dashboards) and allocate team resources appropriately
• Monitor on-shift team activity and process adherence across those same platforms
• Monitor high-visibility and swarm-level orders and processes
• Leverage all available training, informational, and departmental resources to inform decisions

Operate the Airspace Platform at the Expert Level

• Maintain any additional certifications required for the Expert tier and remain current on related requirements; answer related questions from teammates
• Quote and source coverage for specialized transport requests (e.g., on-board courier, charter) as needed
• Identify gaps in process and propose alternative solutions in partnership with your supervisor or manager
• Provide world-class customer service through proactive, thorough verbal and written communication

Maintain a Balanced Level of Performance

As an Ops Expert, you'll be expected to meet minimum metric requirements and customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting manager.

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 just after the fact
• 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, rather than just flagging problems
• Any additional certifications required for the Expert tier, where applicable
• Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters

Compensation

• Hourly pay range: $27-40/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Core Values:

• We are One Team. We believe we all accomplish more when we are working together.
• We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers.
• We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.

Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations.

A friendly reminder: Airspace will only contact candidates from an @airspace.com email, a no-reply notification from no-reply@us.greenhouse-mail.io, or a verified LinkedIn profile. We never request fees or sensitive personal/financial information during recruiting. If something seems suspicious or feels off, please reach out to us at recruiting@airspace.com before responding.

For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.