Manager/Senior Manager of Support Operations & Strategy, Aircall
Cloud-based call centre and phone system
Be an early applicant
Cloud-based call centre and phone system
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To empower every professional to have rich conversations, so they can focus on closing deals and delighting customers.
Role
Who you are
- 5+ years experience in Support Operations, Customer Operations or equivalent, preferably in a high-growth SaaS environment
- 2+ years in a management or team lead role, with experience hiring and developing high-performing teams
- 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
- Advanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitments
- 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
- Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholdersYou have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)
What the job involves
- We are looking for a hands-on and highly talented Ops leader to join our extended Support organization (90+ FTEs) and lead 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, Engineering, RevOps, Sales, Success, Finance, etc) to help the extended Support organization achieve customer results and higher efficiency
- Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong Ops expertise and views to influence the direction of the organization and ensure that constraints, challenges, risks and opportunities are always surfaced, understood and addressed
- Support Ops helps us create a world-class Support experience for our customers as well as drive operational excellence and maximize support team efficiency
- Lead and mentor a team of 5 operations specialists, fostering a culture of operational excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains
- Build the quarterly Support Operations roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution
- Manage end-to-end execution of a portfolio of Support Ops projects, from requirements gathering to delivery and hypercare, ensuring timely and high-quality execution (Support funnel redesign, new channels launches, new AI support applications, Support offering changes, new automations, integrations, productivity improvements, A/B testing, etc.)
- Own and manage all aspects of the Customer Support systems and workflows, with a focus on creating robust, innovative and scalable solutions (Zendesk, Qualtrics, AI support applications, Help Center, custom built components, systems integrations)
- Own the strategy, structure and quality of the public-facing knowledge base to drive self-service, AI Assistant performance and ticket deflection
- Lead onboarding, training and upskilling programs to ramp new agents and support team growth
- Partner with VP and support leadership on forecasting, budgeting and capacity planning
- 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 data to provide actionable insights and inform strategic decisions
- Act as a key member to the Support Leadership group, helping to build direction, long term vision and innovatio
Our take
Call centres have been a mainstay of sales teams for decades, with the human touch delivering an impression conversion rate of about 30% for inbound calls. However analogue call centres are physical infrastructure-heavy and unable to take advantage of the flexibility afforded by remote and hybrid ways of work. Aircall exists to change that, providing a cloud-based call centre infrastructure that allows sales teams to work from their home offices.
Aircall isn't the only company in this space, and it faces heavy competition from Cloudtalk, another cloud-based call centre solution. However Aircall stands out in the market by its use of open APIs and webhooks, making integration with existing productivity and helpdesk tools much easier, and its superior call quality. Aircall has developed a significant customer base with these strengths, with over 15,000 companies using its platform.
The company has raised significant funding in recent years, highlighting the confidence investors have in their offering. With a rapidly expanding presence in the US, European, UK and Australian markets and recent refresher leadership hires, Aircall could soon be a widely recognised international player in the telephone software industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$120m
SERIES D
May 2020
$65m
SERIES C
Total funding: $225.6m
Company benefits
- Food Allowance
- Snacks & Drinks
- Medical Insurance
- Flexible remote policy
- Retirement Savings Plan
- Outings & Events
- Fitness Fund
- Commuter Benefits
- Referral Bonus
Leadership
Jonathan Anguelov
(CSO)Ex Investment Banker & Entrepreneur. Studied Finance at ESCP Business School and co-founded Aircall in 2014.
Pierre-Baptiste Béchu
(VP of Communications Platform)Holds a Master of Engineering from Ecole Centrale de Lyon and a Master's degree in industrial and organizational psychology from Université Lumière Lyon 2. Previously co-founded ClickJob.fr, where they served as CTO.
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