Customer Support Specialist, Aircall
German Speaking
AI-powered communications platform
Job no longer available
AI-powered communications platform
501-1000 employees
Job no longer available
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
- Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skills
- Fluency in English & German is mandatory. Another European languages is a plus
- Excellent written and verbal communication skills
- Familiar with ticketing tools and systems
- An understanding of how CRMs systems work
- Strong understanding of basic computer skills
- Technical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)
- A curiosity to understand and troubleshoot complex customer inquiries
- Strong sense of time management and prioritization of work
- Exhibit uncompromising empathy
- Ability to multi-task across different platforms and forms of communication
- Willingness to work with multiple teams in an international and multilingual remote environment
- You love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups
What the job involves
- As a Customer Support Specialist, you’ll be an advocate for our customers and the heart of Aircall by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities
- This way, you’ll also help other businesses achieve their goal
- In doing so, you’re a key player in growing Aircall
- You will closely work with the global support team on a daily basis to ensure that technical issues are addressed and resolved promptly to ensure customer satisfaction at all times
- Impact: You’ll work closely with our clients to identify, solve, escalate and advise them on their questions and concerns. Our customers are people, not accounts. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at Aircall
- Teamwork: Aircall is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. You can expect a great deal of support, transparency, and collaboration on a daily basis. There is an amazing opportunity to learn from some of the best people in the industry
- Growth Opportunity: Frontline Support is a front-row seat at all things in Aircall. Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization
- Learning: Aircall strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients. As Aircall’s business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond
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 20,000 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 the recent addition of AI voice agents to handle business calls 24/7, Aircall is clearly set on innovating at scale.
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 HQ
NoMad, New York, NY
Leadership
Scott Chancellor
(CEO)Prior to joining Aircall as CEO in 2023, Scott was CEO of Humu and Chief Product/Technology Officer at Apptio. He also spent 7 years at Amazon Web Services as a Director and General Manager of AWS Insights.
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