Operations Team Lead (Intl)

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.OverviewPrimary Focus: To provide the Operations team with structured support and guidance for continued growth during their tenure at Airspace. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company.Importance of roleThe operations team is the backbone of our company and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!ResponsibilitiesMust be able to perform all Responsibilities included in the Operations Team Lead Job DescriptionAdvanced Problem SolvingAbility to independently resolve all escalated issues, including all issues and questions surfaced by team members. Resolve all TaskUs questions and issues when neededBasic level of problem resolution for all sectorsMonitor Zendesk, Twilio, and DashboardAllocate team resources appropriatelyLeverage resources providedFollow Manager Escalation process when critical issues ariseMonitoring on shift team members for activity and process adherence IE. Available in Twilio, available in Zendesk, etc.Operating the Airspace PlatformHold and maintain Dangerous Goods Certification. Remain knowledgeable on all Dangerous Goods requirements and adhere to current policy procedures. Answer all DG-related questions or issues surfaced by team membersQuote and source coverage for all requestsPeople ManagementTake full ownership of assigned key accounts and all related on-site operations.Maintain on-site presenceAdhere to all current Employee Documentation guidelines1 on 1 schedule adherence Ensure all meetings are scheduled on the shared calendarAdhere to all scheduled times, reschedule if unable to attend for any reasonConduct timely coaching and training for each assigned team memberFollow up on assigned WorkRamp trainingIdentify team member issues for higher visibility (ie. HR, performance, etc.)Monitor and Maintain each team member's Monday.com boards for all interaction documentation. Maintaining Balanced Level of PerformanceAs an Ops Team Lead, you will be expected to meet sector level metric requirements.Maintain high level of customer service while communicating with internal and external parties throughSlackZendeskInbound/Outbound phone calls and textsInternal meetings Maintain high level of team contributions in the following areas:CommunicationOrder updatesAccuracy based on Standard Work proceduresMaintain high level of process adherence for people management1 on 1 Scheduling and DocumentationDocumentations Adherence in Monday.comCalendar AccuracyProactive CommunicationRequirementsLocated in Lisbon, PortugalIn office, on site position Compensation€70,000 - €80,000 annual salaryCore 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.For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.