Manager, Customer Care
Aircall is on a mission to redefine 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’re a person that loves the challenge of a startup atmosphere, enjoys solving meaningful problems, and wants to feel like part of a family — then you just might be who we’re looking for.
About the team:
The customer experience is the heart of Aircall and we are looking for a tech-savvy individual who is looking to help their team and customers succeed. You will work closely with the Customer Success Leadership to ensure that our support and onboarding teams are providing world class customer experiences as we grow and scale.
What you'll do:
- Lead by example and manage the US Customer Support & Onboarding teams to provide fast and outstanding support to our customers
- Manage the flow of day to day operations, lead and prioritize workload, and handle escalations
- Build scalability into our systems as we grow
- Hold the team accountable for hitting support & onboarding metrics
- Learn and maintain a deep expertise of Aircall and best practices to provide ongoing support and feedback to the team
- Collaborate with our Paris team to find ways to create smoother and more efficient workflows and improve productivity
- Onboard and train new hires to ensure they are setup for maximum success
- Analyze, organize, and communicate customer feedback to the Product, Engineering, Customer Success and Sales teams to constantly improve the customer experience
What you'll bring:
- Bachelor's Degree in a relevant field of study preferred
- 5 year or more prior experience working in support, including 1-2 years managing a tech support/onboarding team and creating a positive work environment
- Experience providing services to agreed SLAs
- Experience creating and improving processes and structure by making decisions backed by data
- You can think holistically and objectively about traditional and newer support channels, including phone, email, and live chat
- Passion for consistently providing high quality customer experiences
- Passion for fostering employee growth and retention
- You are a strong communicator with excellent verbal and written communication skills
- You have the ability to explain technical concepts in an easy to understand manner
- You are passionate about technology, and love working in a fast-paced start-up environment
- 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
- Excellent organizational and time management skills
- Experience using and optimizing our helpdesk CRM, Zendesk
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 are 100% covered
- Unlimited PTO — take the time you need to come to work feeling great!
- 401k plan (with company matching!)
- Competitive salary with gym reimbursement and commuter compensation
- An office in the center of NYC with great food (breakfast every Monday & Friday!), drinks, and team parties
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.