Manager, Technical Support Operations

Summary

Join Aircall's extended Support organization as a highly talented Manager, Technical Support Operations. Lead the technical arm of Support Operations & Strategy, partnering with various support and internal teams to enhance customer results and efficiency. Reporting to the VP, Customer Support & Experience, you will leverage technical expertise to influence organizational direction and ensure technical aspects are understood. Manage a team of 3 technical specialists, build quarterly roadmaps, and own customer support systems and tools. Act as a technical advisor to support leadership, partner with finance on budgeting, and proactively identify areas for improvement using data-driven strategies. This role requires strong technical skills, experience managing technical teams, and proficiency in various technologies.

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)

Responsibilities

• Lead and mentor a team of technical specialists, fostering a culture of technical excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains
• Build the quarterly Support Operations technical roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution
• Own and manage all aspects of the Customer Support systems and tools, with a focus on creating robust, innovative and scalable solutions
• Manage end-to-end executive of a portfolio of Support Ops technical projects, from requirements gathering to delivery and hyper-care, ensuring timely and high-quality execution
• Act as a technical advisor for the Support Leadership staff, helping to build direction, long term vision and innovation
• Partner with VP and finance 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 strategic recommendations to our leadership team
• 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

Benefits

Competitive salary package & benefits (health coverage, lunch, commute, sports)