Manager, Customer Support
Boulevard- Full Time
- Junior (1 to 2 years)
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.
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.
Cloud-based phone system for businesses
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.