Manager/Senior Manager, Support Operations & Strategy - Remote

Overview

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses, and we are looking for an Ops leader to lead our Support Operations & Strategy group.

In Short

• Lead and mentor a team of operations specialists.
• Build and manage the quarterly Support Operations roadmap.
• Oversee execution of Support Ops projects from start to finish.
• Manage customer support systems and workflows.
• Own the strategy for the public-facing knowledge base.
• Lead training and upskilling programs for support agents.
• Collaborate on forecasting and capacity planning.
• Identify and execute plans for productivity improvements.
• Leverage data to inform strategic decisions.
• Act as a key member of the Support Leadership group.

Requirements

• 5+ years in Support or Customer Operations, preferably in SaaS.
• 2+ years in a management role with team development experience.
• Proficiency in customer support technologies like Zendesk.
• Knowledge of programming/scripting languages like Python and SQL.
• Experience in project management with successful delivery of large projects.
• Strong analytical skills with proficiency in SQL and data tools.
• Ability to lead cross-functional technical projects.
• Creative problem-solving skills.
• Exceptional communication skills for technical and non-technical stakeholders.
• Ability to build relationships across various functions.

Benefits

• Join a global team of over 600 professionals.
• Work in a fast-paced, collaborative environment.
• Opportunity for continuous learning and development.
• Be part of a company transforming customer communications.
• Contribute to a culture of operational excellence and innovation.