Quality Assurance and Advocacy Analyst I

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, listed as one of CNBC’s Disruptor 50 companies, and featured as an Innovation and Disruption leader by CBS News. 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. 

Broad Scope of Position

• Analyze orders with Customer Complaints.
• Analyze calls and provide constructive feedback
• Assure consistent quality of service by enforcing company procedures and policies.

Position Responsibilities

Including all but not limited to:

• Provide solutions and assistance to Operations and QA&A team members
• Provide recommendations to improve the procedures and policies throughout the organization continuously.
• Participate in real-time order analysis when requested, required, or needed.
• Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure.
• Analyze calls and provide constructive feedback to ensure Operation Specialists are delivering the highest standard of communication to Airspace clients, Commanders/Copilots, and Service Partners.
• Communicate proactively with the QA&A team on problems and issues.
• Provide input to QA&A work collaboratively to achieve improved results.
• Ensure operational compliance with all regulatory requirements under which the company operates.
• Review and evaluate orders without error codes
• Perform additional duties and responsibilities as assigned by the Director for QA&A and/or Lead Analyst of QA&A.

Essential Skills & Abilities

• Excellent verbal and written communication skills, including the ability to prepare and present reports.
• Effective critical thinking and analytical reasoning skills.
• Strong skills in communication, problem-solving, and decision-making are required to address complex quality issues.
• Time Management ability to organize and manage multiple priorities and tasks.
• Creative, strategic, analytical, organizational, and leadership capabilities.
• Complete understanding of the company's products, services, mission, goals, and strategic business goals.
• Computer proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).
• Ability and willingness to work extended hours, evenings, and weekends as business needs require.
• Proficiency in platforms utilized by Airspace and Airspace QA&A (Package Tracker, ZenQMS, Zendesk and WorkRamp).

Pay range: Hourly $25.00- $30.00 

Hours: 08:00-16:30 EDT

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.

About Airspace:

From life-saving organs to essential machinery components, Airspace is trusted by the world’s largest companies and most critical healthcare organizations to move their most time-sensitive shipments on time, every time. Our proprietary AI-powered platform is the most advanced of its kind- awarded and protected by multiple patents, it provides speed, reliability, and transparency unrivaled in time-critical logistics. We are thinkers, builders, and doers; from building and deploying AI in the world to assembling a world-class operations team, Airspace is on a hypergrowth trajectory while remaining hyper-focused on the needs of our customers and team members. 

With offices in the United States in Carlsbad, CA and in Europe in Amsterdam, Frankfurt, Stockholm, and London, we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors including Telstra, HarbourVest, Prologis, Qualcomm, Defy, and others, Airspace has raised $140M to date.

Join our team of 300+ technologists, futurists, and industry veterans as we work as One Team to revolutionize time-critical logistics. 

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.