Member Experience Agent
Ready to level up your career? The Member Experience (MX) team at Airtime is looking for its next great addition.
Airtime isn't just another rewards platform, we’re a data-driven powerhouse reshaping how millions of people save money and how the world’s biggest brands connect with their customers through seamless everyday shopping.
We turn transactional data into actionable insights using industry leading technology. By blending analytics with pure creativity, we help retail giants truly understand their customers, boosting loyalty and driving revenue along the way.
Why Airtime?
- We’re growing fast: We constantly launch slick new features to keep our massive member base and brand partners smiling.
- We’re obsessed with innovation: It’s what keeps us ahead of the pack.
- We crush goals together: We hold ourselves to high standards, but we win as a team.
If you’re ambitious, collaborative, and ready to make a real impact, you’ll fit right in.
What You'll Be Responsible For:
Delivering exceptional member experiences
- You'll own member interactions from start to finish, ensuring every conversation leaves a positive impression and contributes to the high standards we're known for.
Supporting and resolving member queries
- Whether it's answering questions, investigating issues, or finding the right solution, you'll help members quickly and confidently.
Becoming an Airtime expert
- You'll develop a deep understanding of our products, features and processes so you can provide accurate, helpful support across a range of channels.
Championing the voice of our members
- You'll spot trends, identify recurring issues and work closely with Product, Tech and other teams to ensure member feedback helps shape the Airtime experience.
Maintaining quality and accuracy
- You'll keep member records up to date and ensure interactions are documented clearly to support seamless service and continuous improvement.
What We're Looking For
We're looking for someone who genuinely enjoys helping people and takes pride in delivering great service.
You'll thrive in this role if you are:
- Customer obsessed and passionate about creating great experiences
- Proactive, resourceful and happy taking ownership
- A quick learner who enjoys solving problems
- Organised and able to manage competing priorities
- A confident communicator, both written and verbal
- Curious, collaborative and always looking for ways to improve
Experience
You'll ideally have experience using:
- Customer service platforms and CRM systems
- Internal support tools and knowledge bases
- Social media channels
- Online review platforms
Bonus Points If You Have
- Experience working in a technology, app-based or retail environment
- 2+ years' experience in a customer-facing support role
- Experience supporting customers across Facebook, X, Instagram and review sites
What You Will Get
We believe great work happens when people feel supported, trusted, and genuinely valued. So, we’ve built a benefits package that’s designed to give you flexibility, support your wellbeing, and help you grow both inside and outside of work.
Reward & Security
- Share options: Be a true part of our success
- Competitive salary
- Life assurance at 5x your salary
Time Off That Matters
- 23 days holiday, plus more with every year you’re here (up to 28!)
- Your birthday off: Go ahead, have a ‘you day’
- Buy extra holiday when you need it (up to 5 extra days)
- A dedicated charity day to give back to causes you love
Flexibility & Balance
- Flexible start times: Roll in anytime between 6:30–10:30am
- Hybrid working to perfectly balance home and office life
Health & Wellbeing
- Private medical insurance
- Health cash plan for everyday healthcare
- Virtual GP access for you and your family
- 24/7 support for mental health, counselling, and wellbeing
Growth & Development
- Learning & development budget + dedicated time to actually use it
- Professional accreditation funding
- Real opportunities to learn from experienced colleagues and level up your career
Support Through Life
- Enhanced maternity, paternity & adoption leave
- A culture that understands life happens outside of work
Community & Culture
- Company charity contributions
- Regular team moments that actually feel meaningful (no "forced fun" here)
- A team that values collaboration, curiosity, and just getting things done
The Bottom Line
We’re building a place where you can do your best work without burning out, standing still, or feeling like just another cog in the machine.
Because when you’re supported, everything else follows.