Manager Senior Manager, Support Operations & Strategy

Summary

Join Aircall's extended Support organization (90+ FTEs) as a hands-on Ops leader to lead the Support Operations & Strategy group. Partner with support delivery teams and internal teams to achieve customer results and higher efficiency. Reporting to the VP, Customer Support & Experience, you will leverage strong Ops expertise to influence organizational direction and address challenges and opportunities. Support Ops helps create a world-class Support experience and drive operational excellence. Lead a team of 5 operations specialists, build quarterly roadmaps, manage projects, and own customer support systems and workflows. Develop strategies to improve systems and workflows, leverage data for insights, and act as a key member of the Support Leadership group. Aircall offers a fast-learning environment, competitive salary and benefits, and a strong team spirit.

Requirements

• 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 stakeholders
• You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)

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 innovation

Benefits

Competitive salary package & benefits