Customer Care Lead, North America (L1 Support) [Remote: Austin, TX]
Aircall is on a mission to revolutionize the business phone.
We are an advanced cloud-based phone system, complete business phone, and call center software — all wrapped up in one single tool.
But behind our product are the people driving it. Ambition, teamwork, transparency and community — these are the values we live by at Aircall. We know that success comes from hard work and deserves to be recognized and rewarded.
So 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're looking for!
About the role:
Customer Care is the heart of Aircall. We’re looking for a highly motivated person with excellent communication skills who can deliver world-class service experiences for customers around the world to lead our L1 Customer Support team in North America (based remotely in Texas and on-site in New York).
What you'll do:
- Lead by example and support the Customer Care Support team to provide fast and outstanding support to our customers
- Manage the flow of customer requests through email, phone, and chat
- Collaborate with our Customer Care leadership team to find ways to create smoother workflows and improve productivity
- Gather product feedback and customer insights in order to constantly improve the customer experience
- Become a product expert in order to coach your team and assist with customer requests
What you'll bring:
- 5 years or more of experience in Customer Support, 1 year or more being a lead to create a positive work environment where the team can thrive
- Excellent verbal and written communication skills
- Passion for consistently providing fantastic customer experiences
- Passion for fostering employee growth and retention
- You have the ability to explain technical concepts in an easy to understand manner
- Comfortable managing several competing tasks and issues in a fast-paced international environment
- A love for data-- and the ability to track progress
- Problem solver and results driven, you can quickly think on your feet
- Patience and the ability to remain calm and even-keeled while adapting to a variety of situations
- Positive energy!
- The willingness to learn and help
- Prior experience working for a tech startup, a huge plus!
- Prior experience using our any of our support tools: Jira, Intercom, and Aircall, a plus!
About Aircall:
We believe that everyone’s voice is unique and valuable. That’s why we advocate to empower the voice of both our employees and our customers. Being fully engaged at work means that we’re happier, more confident, and more excited to achieve great things together.
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across two continents. We give you the freedom and tools to do your best work, and foster an environment you can do it in. We also have some sweet perks like:
- Medical, dental, and vision insurance is 100% covered
- Unlimited PTO — take the time you need to come to work feeling great!
- 401k plan (with company matching!)
- Equity
- Competitive salary with fitness/wellness reimbursement
Aircall is committed to building a diverse, equitable and inclusive workforce. We are an equal opportunity employer and welcome qualified applicants, regardless of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. If you have a disability or special need that requires accommodation, please let us know. Members of communities historically underrepresented in tech are encouraged to apply.