DESCRIPTION

This is an incredible opportunity to build and scale Aircall’s customer support function from the ground up. The Customer Support Manager is a visionary and experienced leader with a track record of building and managing world-class SaaS customer support operations with the right people, processes and technology to deliver unmatched client satisfaction rates at scale. We’re looking for a metrics-driven problem-solver who has the ability to select, implement and tune the systems we need to meet and exceed customer expectations for our rapidly expanding client base.

The role reports to the VP, North America and has an innate understanding of how to delight clients in a fast-growing, high-volume, multi-channel environment. This role requires exceptional communication skills and deep cross-functional collaboration with our Customer Success, Dev Ops, Engineering and Sales Teams, effectively managing the prioritization, escalation, monitoring and tracking of client interactions to optimize and enhance the overall customer experience.


  • Own the development and implementation of our customer support function by working with the leadership team to establish a scalable framework for issue evaluation, prioritization, and resolution
  • Day-to-day management of the Customer Support team, including recruiting, training, managing, mentoring and motivating talent, while creating an positive environment of improvement through world class coaching and development
  • Manage ongoing scheduling of support coverage and the periodic reporting and monitoring of Key Performance Indicators (KPIs) to drive individual and team service excellence
  • Becoming an expert on our SaaS platform to thoroughly understand the nature of common inbound product and feature questions, call quality problems and other customer support topics
  • Drive the implementation, execution, evaluation and management of the systems and processes necessary to maintain a support infrastructure that ensures we actively deliver world-class service for all inbound client inquiries
  • Detail, document, and clearly communicate internal support processes to cross-functional stakeholders across the company to improve client experiences
  • Improve the overall efficiency of client contact through by tracking, identifying, documenting and escalating product feedback and customer self-service opportunities
  • Track and measure client support journeys, replicating successes and identifying and addressing areas of opportunity to reduce process and communication inefficiencies and enhance the client experience, using data to shed light on how to implement process improvement as we continue to scale
  • Develop and lead the execution of customer service and support strategies that align with the Aircall's culture and brand

REQUIREMENTS

To earn this job and join aircall you need to be outstanding at a few things. Our ideal candidate:

  • Has a minimum 3-5 years of progressive customer support leadership experience, including building and managing best-in-class support infrastructure and processes.
  • Has a passion for gaining customer insight through data, using scalable systems and metrics to improve the customer experience, continually looking for optimization opportunities, with a history of out-performing KPIs
  • Has experience guiding the implementation/roll-out of third-party multi-channel support ticketing systems (Salesforce, Zendesk, Intercomm)
  • Has a demonstrated ability to manage the client impact of product launches and technical updates and releases, bringing a strong point of view to bear on coordinating, measuring and adjusting relevant support processes for a best-in-class user experience
  • Is a self-starter with exceptional business judgment who enjoys being on the front line, adapting quickly to changing priorities in a high-volume, fast paced environment.
  • Is a personable, articulate communicator with excellent written, verbal and presentation skills with the ability to understand, interpret and reiterate complex concepts in an easily digestible way
  • Is self-motivated, intellectually curious, and extremely process-oriented and organized, with meticulous attention to detail and strong problem-solving skills
  • Proudly delivers a high quality result in everything they do – personally and professionally.
  • Is a creative, passionate and inspiring leader who enjoys hiring, developing, mentoring and motivating top talent.
  • Wants to be part of and contribute to an entrepreneurial, high-energy, and fun culture.

BENEFITS

  • Competitive salary plus annual performance bonus
  • Cool offices in the flatiron district with snacks, drinks, ping pong, etc.
  • Medical / Vision / Dental benefits
  • Gym & commuting allowance
  • Amazing off sites, and even a trip to the Paris HQ.
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