Job Title
Senior Technical Customer Experience Specialist
Salary
£38k-£40k
Company
London travel-tech startup building digital infrastructure for global baggage logistics for major airlines including BA and Lufthansa
Location
London, UK
Job Summary
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.
Why this role is remarkable
* Solve one of air travels 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.
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