Customer Support Manager - Remote

Overview

Aircall is seeking a seasoned Customer Support Manager to lead and scale their North America Frontline Support team, ensuring exceptional customer service and team performance.

In Short

• Manage a large Customer Support team, meeting operational targets.
• Build a culture of top-performing team players.
• Coach and mentor team members for career growth.
• Drive team development and performance goals.
• Handle customer escalations effectively.
• Coordinate recruitment and training of new team members.
• Analyze performance data for informed decision-making.
• Collaborate with internal teams to improve processes.
• Develop relationships across the organization to enhance customer experience.
• Utilize customer support technologies and tools.

Requirements

• 6+ years in Customer Support, with 3+ years in a management role.
• Proven track record of exceeding goals.
• Advanced proficiency with SaaS support technologies.
• Ability to attract and retain global talent.
• Strong problem-solving skills and results-driven mindset.
• Exceptional customer-first mindset.
• Proactive, organized, and accountable.
• Exceptional communication skills, both oral and written.
• Experience in a tech startup preferred.

Benefits

• Work in a fast-paced, team-driven environment.
• Opportunity for continuous learning and development.
• Be part of a global team with diverse perspectives.
• Participate in shaping customer support strategies.
• Contribute to a culture of collaboration and ownership.