Customer Support Operations for Aircall | Remote Africa
As an integral part of the Customer Support organization, we are responsible for delivering improvements and identifying opportunities for Aircall to strengthen its position within the market. We’ll achieve this as a team with projects, ongoing expert management of our ecosystem and working closely with cross-functional teams.
Your mission @ Aircall
- You will manage and maintain our customer facing technology portfolio that is used to provide support to our customers
- You will have an eye for continuous improvement and follow best practices for making our ecosystem world-class.
- You will collaborate closely with the Customer Support team and others including Customer Success, Onboarding, and Sales to ensure requirements can be met through process and tools.
- You will drive on-going improvements to our ecosystem and assist in evaluating new technologies and roadmaps of our technical stack.
- Become a technical SME with our Customer Support tools we use today and in the future.
- Handle technical requests from the Support team to improve our internal tooling within an Agile environment, aligning with overarching projects and initiatives.
- Work alongside our Support Enablement, Data Analyst, Knowledge Managers, and Project Managers in the team to ensure expert delivery of our Operations projects.
- Work closely with our Business Solutions & Transformation team to ensure clear communication and awareness of our business needs. Support cross functional projects to ensure successful delivery.
- Follow all prescribed best practice, governance and security procedures as defined by our Enterprise Services & Insights (IT) team.
- Complete audits of our Support tooling stack and ensure we have alignment with other systems and teams.
- Respond quickly to issues that come up in our production environments.
A little more about you (musts) :
- Fluency in English is mandatory.
- Experience with Zendesk is a must and highly critical to be successful in this role.
- You have exceptional written and verbal communication skills and work well in a global team using a variety of communication mechanisms.
- You are motivated to pursue the best technical solutions to problems and explore new opportunities to provide great customer experience.
- You feel comfortable working alongside technical stakeholders in cross-functional initiatives.
- You’re determined to provide the best possible experiences for our Support team and customers.
- You are truly customer-obsessed with an eye for continual improvement.
- You are a creative problem solver and can identify obstacles and viable solutions.
- You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.
A little more about you (desired skills) :
- Customer Support and/or CX experience at a great advantage.
- Strong experience with Aircall, Intercom, Salesforce, Jira and Looker would be an advantage for you to be successful.
- Good SQL, programming language knowledge and Knowledge of web technologies would be a strong advantage.
- Relevant technical Application certifications would be a plus.
We know that success comes from smart work and deserves to be recognized and rewarded
We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together.
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We’ll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us?
- 🚀 Key moment to join Aircall in term 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 (health coverage, lunch, commute, sports)