Manager/Senior Manager, Support Operations & Strategy

Position Overview

• Location Type: Hybrid
• Job Type: Permanent Full Time Employee
• Salary: Not specified

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City), Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in.

We are looking for a hands-on and highly talented Ops leader to join our extended Support organization (90+ FTEs) and lead 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, Engineering, RevOps, Sales, Success, Finance, etc.) to help the extended Support organization achieve customer results and higher efficiency.

Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong Ops expertise and views to influence the direction of the organization and ensure that constraints, challenges, risks, and opportunities are always surfaced, understood, and addressed. Support Ops helps us create a world-class Support experience for our customers as well as drive operational excellence and maximize support team efficiency.

Responsibilities

• Lead and mentor a team of 5 operations specialists, fostering a culture of operational excellence, innovation, and continuous learning.
• Build the quarterly Support Operations roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution.
• Manage end-to-end execution of a portfolio of Support Ops projects, from requirements gathering to delivery and hypercare.
• Own and manage all aspects of the Customer Support systems and workflows, with a focus on creating robust, innovative, and scalable solutions.
• Own the strategy, structure, and quality of the public-facing knowledge base to drive self-service, AI Assistant performance, and ticket deflection.
• Lead onboarding, training, and upskilling programs to ramp new agents and support team growth.
• Partner with the VP and support leadership 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's productivity and effectiveness while maintaining a world-class support experience.
• Leverage data to provide actionable insights and inform strategic decisions.
• Act as a key member of the Support Leadership group, helping to build direction, long-term vision, and innovation.

Requirements

• 5+ years of experience in Support Operations