Responsable Support & Service Management - h/f

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. We are looking for a seasoned and hands-on Customer Support Manager to oversee the delivery of a world-class support experience that exceeds customer expectations and delights even the most demanding customers.
As Manager of Frontline Support, you will be responsible for leading and scaling our North America Frontline Support team, meeting ambitious targets, hiring and mentoring a talented team and implementing unparalleled support systems and processes to develop a world-class team.
You will be a core member of our Support management team and report to the Global Director of Frontline Support.
Manage a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership

• Manage the day-to-day team operations, set goals, and drive team development to achieve performance and career goals
• Be responsible for and drive key metrics that ensure the quality of our service
• Manage customer escalations to create positive interactions and outcomes for both clients and all internal stakeholders
• Coordinate with talent acquisition and internal teams to recruit, hire, and train new team members
• Analyze team members’ performance data to make informed decisions about team management
• Partner with Support Ops and management to support change in team structure, shift scheduling, staffing, etc.
• You have 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors – experience with a 24×7 follow-the-sun support model is a plus
• You have advanced proficiency with customer support technologies and tools supporting SaaS (Zendesk, Jira, Aircall, Intercom, etc.)
• You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• You are a creative problem solver and are able to identify obstacles and viable solutions
• Prior experience working for a tech startup or a similar environment is highly preferred

$We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. 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.