Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in
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.
