Manager - Technical Support Operations
December 13
Description
• Aircall is a place where voices are valued. • Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections. • Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued. • Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk. • About the role/team • We are looking for a highly talented Manager, Technical Support Operations to join our extended Support organization and lead the technical arm of 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, Eng, RevOps, Sales, Success, Finance, etc) to help the extended Support organization achieve greater 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 technical expertise and views to influence the direction of the organization and ensure that technical constraints, challenges, risks and opportunities are always surfaced and understood. Your contribution will help us create a world-class Support experience for our customers as well as drive operational excellence and maximize support team efficiency. • The technical arm of the Support Operations group has the following responsibilities: • Manage and continuously improve all Support systems and associated workflows / processes (Zendesk, Aircall, Qualtrics, AI support applications, Support Portal, custom built components, systems integrations). • Provide technical guidance and drive technical delivery on a variety of strategic and tactical projects (Support funnel redesign, new channels launches, new AI support applications, Support offering changes, new automations, integrations, various improvements improving productivity, A/B testing, etc.) • Own the extended Support org tooling budget. • This role will manage a team of 3, including one system administrator, one technical specialist (to be hired) and an external web developer. Close and frequent technical collaboration with Engineering is also expected.
Requirements
• 7+ years experience in Technical Support Operations or equivalent field, within a SaaS or technology company. • Experience managing and mentoring a technical team is needed. • Very 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. • 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. • You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions).
Benefits
• Competitive salary package & benefits (health coverage, lunch, commute, sports)
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