Customer Support Manager

Summary

Join Aircall's North America Frontline Support team as a Customer Support Manager, leading and scaling a high-performing team. You will be responsible for exceeding operational targets, mentoring team members, implementing support systems, and managing customer escalations. The ideal candidate possesses 6+ years of customer support experience, including 3+ years managing large teams, and advanced proficiency with support technologies. Aircall offers a competitive salary, comprehensive benefits (including 100% covered medical, dental, and vision insurance, 401k matching, unlimited PTO, and generous parental leave), and a fast-paced, collaborative work environment. This role involves driving key metrics, collaborating with internal stakeholders, and advocating for exceptional customer experiences. Prior experience in a tech startup is preferred.

Requirements

• You have 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors - experience with a 24x7 follow-the-sun support model is a plus
• You have a proven track record of exceeding goals and achieving growth and success
• You have advanced proficiency with customer support technologies and tools supporting SaaS (Zendesk, Jira, Aircall, Intercom, etc.)
• You are able to attract, hire, coach, and retain talent globally
• Problem solver and results-driven, you can quickly think on your feet
• You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• You are a creative problem solver and are able to identify obstacles and viable solutions
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
• You have exceptional communication and presentation skills, both oral and written, including the ability to share technical information with non-technical audiences

Responsibilities

• Manage a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership
• Focus first and foremost on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
• Serve as a coach, mentor, and leader, helping individuals develop their skills and grow in their careers while setting expectations on performance based on feedback and transparency
• Manage the day-to-day team operations, set goals, and drive team development to achieve performance and career goals
• Motivate and empower your entire team to achieve their goals
• Be responsible for and drive key metrics that ensure the quality of our service
• Manage customer escalations to create positive interactions and outcomes for both clients and all internal stakeholders
• Coordinate with talent acquisition and internal teams to recruit, hire, and train new team members
• Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
• Analyze team members' performance data to make informed decisions about team management
• Partner with Support Ops and management to support change in team structure, shift scheduling, staffing, etc
• Develop and nurture relationships across the entire organization at Aircall to advocate for the best customer experience possible

Preferred Qualifications

Prior experience working for a tech startup or a similar environment is highly preferred

Benefits

• Medical, dental, and vision insurance is 100% covered
• 401k plan with company matching!
• Unlimited PTO — take the time you need to come to work feeling great!
• Wellness, internet, and childcare reimbursements
• Generous parental leave policy