Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued.
Whatever your background, wherever you're from – we want you to join the conversation. Let's talk.
About the role/team
We are looking for a highly talentedManager, Technical Support Operationsto join our extended Support organization and lead the technical arm of our Support Operations & Strategy group. This group is partnering with all support delivery teams (Frontline Support, Technical Support, Billing Support, Number Operations, Fraud Operations) as well as numerous other internal teams (Product, Eng, RevOps, Sales, Success, Finance, etc) to help the extended Support organization achieve greater customer results and higher efficiency.
Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bringstrong technical expertiseand views to influence the direction of the organization and ensure thattechnical constraints, challenges, risks and opportunities are always surfaced and understood. Your contribution will help us create a world-class Support experience for our customers as well as drive operational excellence and maximize support team efficiency.
The technical arm of the Support Operations group has the following responsibilities:
- Manage and continuously improveall Support systems and associated workflows/ processes (Zendesk, Aircall, Qualtrics, AI support applications, Support Portal, custom built components, systems integrations)
- Providetechnical guidanceanddrive technical deliveryon a variety ofstrategic and tactical projects(Support funnel redesign, new channels launches, new AI support applications, Support offering changes, new automations, integrations, various improvements improving productivity, A/B testing, etc.)
- Own the extended Support org toolingbudget
This role will manage a team of 3, including one system administrator, one technical specialist (to be hired) and an external web developer. Close and frequent technical collaboration with Engineering is also expected.
Responsibilities
Lead and mentor a team of technical specialists, fostering a culture of technical excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains
Build the quarterly Support Operations technicalroadmapin close collaboration with all delivery leaders and be accountable for roadmap execution
Own and manage all aspects of theCustomer Support systems and tools, with a focus on creating robust, innovative and scalable solutions
Manage end-to-end executive of aportfolio of Support Ops technical projects, from requirements gathering to delivery and hyper-care, ensuring timely and high-quality execution
Act as atechnical advisorfor the Support Leadership staff, helping to build direction, long term vision and innovation
Partner with VP and finance on forecasting,budgetingand capacityplanning
Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience
Leverage datato provide actionable insights and strategic recommendations to our leadership team
Qualifications
7+ years experience in Technical Support Operations or equivalent field, within a SaaS or technology company
Experience managing and mentoring a technical team is needed
Very advanced technical skills, including proficiency in customer support technologies and tools like Zendesk (multi-channel management), scripting/programming knowledge (e.g. Python, SQL or similar), APIs and AI technologies
Ability to oversee web development related to front-end customer portals and associated technologies, such as JavaScript, HTML, CSS and React
Very analytical and data-driven, with advanced proficiency with SQL and Looker (or equivalent)
Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results
Creative problem solver and are able to identify obstacles and viable solutions
Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)
We know that success comes from smart work and deserves to be recognized and rewarded
We value people who are bold, ambitious, collaborative and customer-centric. We're a global community growing together.
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us?
?? Key moment to join Aircall in term of growth and opportunities
????? Our people matter, work-life balance is important at Aircall
?? Fast-learning environment, entrepreneurial and strong team spirit
?? 45+ Nationalities: cosmopolite & multi-cultural mindset
?? Competitive salary package & benefits (health coverage, lunch, commute, sports)
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, arecore to our Aircall journey.
We promote active inclusion to foster astrong sense of belongingwhich is one of our main strengths as a business. We strive to assemble diverse people that canenrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providingequal opportunitiesto develop and thrive.
We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, andkeep this conversationopen because we realize that we have work to do and much to learn.
Want to know more about candidate privacy? Find ourCandidate Privacy Notice here.