Aircall

Manager/Senior Manager, Support Operations & Strategy

France

Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Communications, Software, BiotechnologyIndustries

Requirements

The ideal candidate should possess 5+ years of experience in Support Operations, demonstrating a strong understanding of support systems, workflows, and processes. They should have experience in building and managing a team of operations specialists, fostering a culture of operational excellence and continuous learning. Additionally, they require experience in managing customer support systems and workflows, with a focus on creating robust, innovative, and scalable solutions, and a proven ability to drive data-driven decisions and strategic improvements within a support organization.

Responsibilities

As a Manager/Senior Manager, Support Operations & Strategy, you will lead and mentor a team of operations specialists, building a roadmap for Support Operations, managing end-to-end execution of projects, owning customer support systems and workflows, leading onboarding and training programs, partnering with leadership on forecasting and planning, proactively identifying areas for improvement, and leveraging data to inform strategic decisions. You will also be responsible for creating a world-class support experience, driving operational excellence, and maximizing support team efficiency by partnering with numerous internal teams and ensuring that constraints, challenges, risks and opportunities are surfaced and addressed.

Skills

Support Operations
Strategy
Leadership
Collaboration
Data Analysis
Problem Solving
Project Management
Process Improvement

Aircall

Cloud-based phone system for businesses

About Aircall

Aircall provides a cloud-based phone system that helps businesses manage their voice communications effectively. The platform includes features such as call monitoring, call routing, and the ability to sync data with other business tools like Customer Relationship Management (CRM) systems and helpdesks. It is designed for small to medium-sized businesses (SMBs) and enterprises that need a scalable solution for handling a high volume of calls. Aircall operates on a subscription-based model, where clients pay a recurring fee based on the number of users and features they need. This model allows for continuous updates and support. Additionally, Aircall has an app marketplace where third-party developers can create integrations, enhancing the platform's functionality and providing extra revenue opportunities. The goal of Aircall is to streamline communication for businesses and improve their operational efficiency.

Key Metrics

New York City, New YorkHeadquarters
2014Year Founded
$219.4MTotal Funding
SERIES_DCompany Stage
Consumer Software, Enterprise SoftwareIndustries
501-1,000Employees

Benefits

Food Allowance
Snacks & Drinks
Medical Insurance
Competitive Salary
Flexible remote policy
Retirement Savings Plan
Outings & Events
Fitness Fund
Commuter Benefits
Referral Bonus

Risks

Emerging AI-driven platforms may surpass Aircall's current feature set, threatening market share.
Economic downturns could reduce SMB spending on communication tools, impacting revenue.
Privacy regulations in the EU may increase compliance costs for Aircall.

Differentiation

Aircall offers seamless integration with CRM and helpdesk tools for efficient communication.
The platform supports multilingual capabilities, enhancing global reach and customer service.
Aircall's subscription model provides steady revenue and continuous updates for users.

Upsides

Growing demand for AI-driven customer service solutions aligns with Aircall's offerings.
The rise of remote work increases the need for cloud-based communication tools like Aircall.
Projected growth in cloud telephony services presents expansion opportunities for Aircall.

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