Job description
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
We are looking for a hands-on and highly talented seasoned leader to join our extended Support organization and lead our global Number Operations team. This team is obsessed with offering world-class support for number-related customer requests, such as number purchasing, porting and compliance, to our >22,000 customers. NumOps closely partners with Carrier Relations (new carrier onboarding, new regulatory requirements implementation), Product & Engineering (in-product self-service, automation, UX number flows), Legal and customer-facing teams such as Success and Sales.
Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong Number Operations expertise and views to influence the direction of Aircall’s number management strategy, and ensure that NumOps constraints, challenges, risks and opportunities are always surfaced, understood and addressed.
Responsibilities
- Lead and mentor a global team of 20 individual contributors, managers and contractors, 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 Number Operations OKRs in close collaboration with Product, Carrier Relations and Support Ops and be accountable for OKR execution, meeting and exceeding operational targets (SLA, CSAT, TTR)
- Own customer escalations as needed
- Build and maintain solid relationships with carrier partners, collaborating with them on regular basis
- Project manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customers
- Partner with Product to identify and advocate for in-product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystem
- Partner with VP and Support Leadership on capacity planning, forecasting and budgeting
- 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
Qualifications
- 5+ years experience in Number Operations, Carrier Operations or equivalent, preferably in a high-growth SaaS environment
- 2+ years in a management role, with experience hiring and developing high-performing teams
- Advanced proficiency with customer support technologies and tools like Zendesk (multi-channel management) as well as Carrier Portal solutions
- 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 proficiency with Gsheet and Looker, SQL a plus
- 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)
Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is the time to be part of the team and the journey we’re on.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.
