Manager/Senior Manager, Support Operations & Strategy
AircallPosted 5/21/2025
Manager/Senior Manager, Support Operations & Strategy
Aircall
Job Location
Job Summary
Aircall is seeking a Manager/Senior Manager, Support Operations & Strategy to lead the Support Operations & Strategy group in creating a world-class Support experience for customers while driving operational excellence and maximizing support team efficiency. The ideal candidate will have 5+ years of experience in Support Operations, Customer Operations or equivalent, with advanced technical skills and project management experience. They will be responsible for leading a team of operations specialists, building the quarterly Support Operations roadmap, managing end-to-end execution of projects, and owning all aspects of customer support systems and workflows. Aircall values diversity, equity, and inclusion, and offers a competitive salary package & benefits, fast-learning environment, entrepreneurial spirit, and work-life balance.
Job Description
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, to empower team members to become subject matter experts in their domains
- 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, ensuring timely and high-quality execution (Support funnel redesign, new channels launches, new AI support applications, Support offering changes, new automations, integrations, productivity improvements, A/B testing, etc.)
- Own and manage all aspects of the Customer Support systems and workflows, with a focus on creating robust, innovative and scalable solutions (Zendesk, Qualtrics, AI support applications, Help Center, custom built components, systems integrations)
- 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 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 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 to the Support Leadership group, helping to build direction, long term vision and innovatio
Qualifications
- 5+ years experience in Support Operations, Customer Operations or equivalent, preferably in a high-growth SaaS environment
- 2+ years in a management or team lead role, with experience hiring and developing high-performing teams
- Advanced technical skills, including proficiency in customer support technologies and tools like Zendesk (multi-channel management), scripting/programming knowledge (e.g. Python, SQL or similar), APIs and AI technologies
- Ability to oversee web development related to front-end customer portals and associated technologies, such as JavaScript, HTML, CSS and React
- Advanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitments
- Very analytical and data-driven, with advanced proficiency with SQL and Looker (or equivalent)
- Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results
- Creative problem solver and are able to identify obstacles and viable solutions
- Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
- Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholdersYou have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)
Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is the time to be part of the team and the journey we’re on.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.
