Manager of Technical Support Operations, Aircall
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
- You will bring strong technical expertise and views to influence the direction of the organization and ensure that technical constraints, challenges, risks and opportunities are always surfaced and understood
- 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)
- 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!
What the job involves
- We are looking for a highly talented Manager, Technical Support Operations to 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
- 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
- Manage and continuously improve all Support systems and associated workflows / processes (Zendesk, Aircall, Qualtrics, AI support applications, Support Portal, custom built components, systems integrations)
- Provide technical guidance and drive technical delivery on a variety of strategic 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 tooling budget
- 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
- 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 technical roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution
- Own and manage all aspects of the Customer Support systems and tools, with a focus on creating robust, innovative and scalable solutions
- Manage end-to-end executive of a portfolio of Support Ops technical projects, from requirements gathering to delivery and hyper-care, ensuring timely and high-quality execution
- Act as a technical advisor for the Support Leadership staff, helping to build direction, long term vision and innovation
- Partner with VP and finance 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 strategic recommendations to our leadership team
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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