Manager Technical Support Operations - Remote

Overview

Aircall is looking for a highly talented Manager, Technical Support Operations to lead the technical arm of our Support Operations & Strategy group, partnering with various internal teams to enhance customer results and efficiency.

In Short

• Lead and mentor a team of technical specialists.
• Build the quarterly Support Operations technical roadmap.
• Manage Customer Support systems and tools.
• Oversee a portfolio of Support Ops technical projects.
• Act as a technical advisor for the Support Leadership staff.
• Partner with VP and finance on forecasting and budgeting.
• Leverage data for actionable insights.

Requirements

• 7+ years experience in Technical Support Operations or equivalent.
• Experience managing and mentoring a technical team.
• Proficiency in customer support technologies like Zendesk.
• Knowledge of scripting/programming (e.g., Python, SQL).
• Ability to oversee web development technologies (JavaScript, HTML, CSS, React).
• Advanced proficiency with SQL and Looker.
• Demonstrated ability to lead cross-functional technical projects.
• Creative problem-solving skills.
• Strong organizational and prioritization skills.
• Ability to build relationships with stakeholders.

Benefits

• Competitive salary package & benefits.
• Work-life balance.
• Fast-learning environment with strong team spirit.
• Diverse and multicultural workplace.