Customer Support Operations Specialist

il y a 2 semaines

Paris, Île-de-France Aircall Temps plein

Aircall is a company that values voices and creates technology for accessible, transparent, and collaborative communication. We empower our customers to make authentic, human connections through our platform.

Our Support Operations and Strategy team is looking for a talented Systems Specialist to join our team. As a key member of our team, you will be responsible for managing and maintaining our customer-facing technology portfolio, ensuring that our customer support function delivers amazing experiences to Aircall users.

Your Mission @ Aircall

  • You will work closely with our Customer Support team and other departments to ensure that our technology portfolio meets the needs of our customers.
  • You will have an eye for continuous improvement and follow best practices for making our ecosystem world-class.
  • You will collaborate with our Customer Success, Onboarding, and Sales teams to ensure that our technology portfolio aligns with their requirements.
  • You will drive on-going improvements to our ecosystem and assist in evaluating new technologies and roadmaps of our technical stack.
  • You will become a technical SME with our Customer Support tools and assist in handling technical requests from the Support team.
  • You will work alongside our Support Enablement, Data Analyst, Knowledge Managers, and Project Managers to ensure expert delivery of our Operations projects.
  • You will work closely with our Business Solutions & Transformation team to ensure clear communication and awareness of our business needs.
  • You will follow all prescribed best practice, governance, and security procedures as defined by our Enterprise Services & Insights (IT) team.
  • You will complete audits of our Support tooling stack and ensure alignment with other systems and teams.
  • You will respond quickly to issues that come up in our production environments.

A Little More About You (Musts)

  • Fluency in English is mandatory.
  • Experience with Zendesk is a must and highly critical to be successful in this role.
  • You have exceptional written and verbal communication skills and work well in a global team using a variety of communication mechanisms.
  • You are motivated to pursue the best technical solutions to problems and explore new opportunities to provide great customer experience.
  • You feel comfortable working alongside technical stakeholders in cross-functional initiatives.
  • You're determined to provide the best possible experiences for our Support team and customers.
  • You are truly customer-obsessed with an eye for continual improvement.
  • You are a creative problem solver and can identify obstacles and viable solutions.
  • You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.

A Little More About You (Desired Skills)

  • Customer Support and/or CX experience at a great advantage.
  • Strong experience with Aircall, Intercom, Salesforce, Jira, and Looker would be an advantage for you to be successful.
  • Good SQL, programming language knowledge, and Knowledge of web technologies would be a strong advantage.
  • Relevant technical Application certifications would be a plus.

Please submit your resume in English.

We know that success comes from smart work and deserves to be recognized and rewarded. We value people who are bold, ambitious, collaborative, and customer-centric. We're a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for.

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why Join Us?

Key moment to join Aircall in term 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 (health coverage, lunch, commute, sports).

DE&I Statement:

At Aircall, we believe diversity, equity, and inclusion, irrespective of origins, identity, background, and orientations, are core to our Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity, and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

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