Act as a Customer Support expert by sharing insights on software vendors, guiding procurement evaluations, and advising on product strategy.
Airframe is an exclusive platform combining AI with expert insights to simplify software selection for leaders. Designed for and by software buyers, it enables confident decisions by helping users discover the right software, connect with experts, and understand the evolving landscape. Hundreds of technology experts have joined Airframe to advise the most sophisticated buyers with advanced intelligence.
Position: Customer Support Software Expert (Contractor)
Type: Contract / Advisory
Compensation: $100–$150/ hour
Location: Remote
Commitment: 2-3 hours
Role Responsibilities
- Deliver Expert Intelligence: Participate in structured discovery interviews to share unfiltered perspectives on Support software vendors, tech stack integration, and the reality of vendor management.
- Decode the RFP Process: Provide context on how enterprise leaders actually evaluate tools. Share insights on scoring criteria, "must-haves" vs. "nice-to-haves," and the nuances of the procurement cycle.
- Validate Product Strategy: Act as a product advisor for the Airframe platform. Review our agentic AI workflows and provide critical feedback to ensure the product aligns with the real-world needs of modern Support leaders.
Qualifications
- Senior Leadership: Current tenure as a Head of, or Director in Customer Support or CX.
- Technical Complexity: Experience managing a complex support organization and overseeing a multi-layered tech stack.
- Strategic Mindset: Proven ability to move beyond queue management to design AI and automation strategies. Strong interest in Customer Support software and optimizations
Compensation & Legal
- Rate: $100–150/hour
- Classification: Independent Contractor (1099).
Similar Jobs
.png)
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
Drive front-end development for customer-facing web and mobile experiences. Lead feature delivery from concept to production using React, Next.js, TypeScript, Svelte, and Tailwind. Troubleshoot integrations, write unit and integration tests, produce technical documentation, collaborate with product/design/data, and use AI tooling (preferably Claude) to accelerate design and implementation.
Top Skills:
ClaudeJavaScriptNext.JsReactSvelteTailwind CssTypescript
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
Lead backend and full-stack work on the Payments team, building multi-gateway integrations (Stripe, PayPal), payment APIs, and customer payment UIs. Ensure secure, compliant (PCI-DSS) payment flows, reliability, observability, and scalability across AWS/Kubernetes microservices. Partner cross-functionally to design architecture, implement settlement/reconciliation, and maintain high availability.
Top Skills:
.NetAi-Assisted Development ToolsAWSC#DatadogDynamoDBKafkaKubernetesPaypalPci-DssPostgresReactStripeSvelteTypescript
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
Build and operate the Power Packs customer experience and backend services. Design data foundations, APIs, and integrations across platform services. Troubleshoot distributed systems, contribute full-stack plumbing as needed, improve observability and documentation, and collaborate with Product and partner teams to deliver scalable, multi-tenant marketplace capabilities.
Top Skills:
Apache KafkaAWSAws LambdaClaudeDockerDynamoDBEcsJavaKubernetesNode.jsPostgresPytestPythonSpring BootTypescriptUnittest
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
