Systems Specialist, Aircall
Customer Support Operations & Strategy
Cloud-based call centre and phone system
Open for applications
Cloud-based call centre and phone system
501-1000 employees
Open for applications
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
- Fluency in English is mandatory
- Experience with Zendesk is a must and highly critical to be successful in this role
- You have exceptional written and verbal communication skills and work well in a global team using a variety of communication mechanisms
- You are motivated to pursue the best technical solutions to problems and explore new opportunities to provide great customer experience
- You feel comfortable working alongside technical stakeholders in cross-functional initiatives
- You’re determined to provide the best possible experiences for our Support team and customers
- You are truly customer-obsessed with an eye for continual improvement
- You are a creative problem solver and can identify obstacles and viable solutions
- You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
Desirable
- Customer Support and/or CX experience at a great advantage
- Strong experience with Aircall, Intercom, Salesforce, Jira and Looker would be an advantage for you to be successful
- Good SQL, programming language knowledge and Knowledge of web technologies would be a strong advantage
- Relevant technical Application certifications would be a plus
What the job involves
- We are looking for a talented Systems Specialist to join our Support Operations and Strategy team
- Our team ensures that our Customer Support function delivers amazing experiences to Aircall users and continues to improve our offerings and capabilities as Aircall continues to rapidly grow
- As an integral part of the Customer Support organization, we are responsible for delivering improvements and identifying opportunities for Aircall to strengthen its position within the market
- We’ll achieve this as a team with projects, ongoing expert management of our ecosystem and working closely with cross-functional teams
- You will manage and maintain our customer facing technology portfolio that is used to provide support to our customers
- You will have an eye for continuous improvement and follow best practices for making our ecosystem world-class
- You will collaborate closely with the Customer Support team and others including Customer Success, Onboarding, and Sales to ensure requirements can be met through process and tools
- You will drive on-going improvements to our ecosystem and assist in evaluating new technologies and roadmaps of our technical stack
- Become a technical SME with our Customer Support tools we use today and in the future
- Handle technical requests from the Support team to improve our internal tooling within an Agile environment, aligning with overarching projects and initiatives
- Work alongside our Support Enablement, Data Analyst, Knowledge Managers, and Project Managers in the team to ensure expert delivery of our Operations projects
- Work closely with our Business Solutions & Transformation team to ensure clear communication and awareness of our business needs. Support cross functional projects to ensure successful delivery
- Follow all prescribed best practice, governance and security procedures as defined by our Enterprise Services & Insights (IT) team
- Complete audits of our Support tooling stack and ensure we have alignment with other systems and teams
- Respond quickly to issues that come up in our production environments
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
Few candidates hear
back within 2 weeks
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
Company values
- Dare to be bold - We’re risk takers. Trying, succeeding, failing — and trying again — are essential to who we are as a team and company. Large actions lead to big success
- Thrive together - We learn from each other and grow from it. Our common journey is how we grow together and innovate.
- Trust & Commit - We trust each other and commit to our mutual success. We earn trust from our commitment.
- Excellence - We’re aiming high, and we know it. Even the smallest details are important to us. We only want the best for each other and our customers.
Articles
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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