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Manager, Technical Customer Support

REMOTE NA

CUSTOMER RELATIONS – 10006 – SUPPORT

FULL TIME

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 14,000+ 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, Sydney, Madrid, London, Berlin, Tel Aviv, 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.

We are looking for a seasoned and passionate inidual to lead our North America and APAC Technical Support team.

In this role, you will be responsible for leading, mentoring and growing your team to effectively deliver a world-class support experience that exceeds customer expectations and delights even the most demanding customers. You will also up-level Aircall’s support processes and operations to enhance the efficiency of our Technical Support and ensure the highest level of customer satisfaction.

You will be a core member of our Global Support management team and report to the Director of Global Technical Support. You will work closely with the rest of the Support organization, but also Sales, Onboarding, Professional Services, Success, Product, Engineering and more to future proof Aircall’s continued global scale.

Your mission @ Aircall :

• Lead and grow your team, focusing first and foremost on leading, building and maintaining a culture of top performing team players
• Oversee the performance and execution of your technical support delivery team, meeting and exceeding operational targets (SLA, CSAT, TTR)
• Ensure the ongoing smooth operation of the day-to-day live support environment and all technical agent-based interactions
• Manage customer escalations to create positive interactions and outcomes
• Be responsible for hiring, development, training, mentoring and skills management of staff
• Work in partnership with other Support groups (Frontline Support, Support Operations, Enablement, Self-service) to deliver function wide goals and projects
• Challenge the status quo and relentlessly pursue opportunities to improve the support experience and improve operational efficiency
• Foster and grow relationships across Product and Engineering functions for complex technical issue prioritization and resolution, knowledge building, incident engagement, new feature readiness and product feedback

A little more about you :

• You have 3+ years leading a Technical Support team paired with at least 3+ years experience in customer support – experience with 24×7 follow-the-sun support model in a SaaS environment a plus
• You have advanced understanding of customer service and communication, technical issue resolution, incident management (e.g. outages) and Support best practices
• You’re passionate about CCaaS, driven by problem-solving through technology, processes and people
• You have a proven track record of exceeding goals and achieving growth and success
• You have advanced proficiency with technical support technologies and tools supporting SaaS (Zendesk, Jira, Datadog, etc.)
• You are exceptional at attracting, hiring, coaching and retaining talent globally
• You are a strategic thinker, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics
• You are very analytical and you are comfortable running a data-driven support team
• You have a proven ability to create and implement complex, cross-organization programs to drive efficient, innovative operations and contain expenses
• You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• You have experience in being a trusted and respected leader with a reputation for fairness, dependability and adherence to high ethical standards
• You are a creative problem solver and are able to identify obstacles and viable solutions
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
• You have exceptional communication and presentation skills, both oral and written – including ability to share technical information to non-technical audiences
• You have the ability to build deep ongoing relationships and collaborate with various stakeholders (VPs, Directors, Managers from all functions)

Key traits we look for:

• You are coachable, you are resilient, you are solution oriented coming to the table with great ideas, and you find the fun in a good challenge!
• We will invest in you, as you invest in us. We believe that owning your growth and owning your success starts with you, but it’s up to us to help provide the platform for learning, growing and building your career!
• Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
• Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
• We’re creating a place where great people trust one another and thrive together.
• People flourish at Aircall and now is the time to be part of the team and the journey we’re on.

Why join us?

• Key moment to join Aircall in terms 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 & equity
• Medical, dental, and vision insurance is 100% covered
• 401k plan with company matching!
• Unlimited PTO — take the time you need to come to work feeling great!
• Wellness, internet, and childcare reimbursements
• Generous parental leave policy

DE&I Statement:

At Aircall, we believe ersity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with erse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around ersity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.