Cette offre est lié au département Customer relations
Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 12,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture(e)Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv, or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation(e)Let’s talk.
About the role/team:
We are looking for a seasoned and hands-on Technical Support leader to oversee the delivery of a world-class support experience that exceeds customer expectations and delights even the most demanding customers.
As Director of Global Technical Support, you will be responsible for leading and scaling our global technical/level 2 support organization, setting strategy, establishing priorities, hiring and mentoring a talented team and implementing unparalleled support systems and processes to develop a world-class global technical support team.
You will be a core member of our Support leadership team and report to the Global VP of Customer Support & Experience.
Your mission @Aircall:
- Set the strategy and oversee the performance and execution of technical support delivery teams, meeting and exceeding operational targets (SLA, CSAT, TTR)
- Ensure the ongoing smooth operation of the day-to-day live support environment and all technical agent-based interactions
- Define performance standards and KPIs to determine support effectiveness and efficiency, in partnership with Support Ops & Strategy
- Create and present key support metrics to share with the company and executive team, and highlight any points of concern or areas of improvement
- Be responsible for hiring, development, training, mentoring and skills management of staff that includes both individual contributors and managers, across multiple regions
- Work in partnership with other Support groups (Frontline Support, Support Operations, Enablement, Self-service) to deliver function wide goals and projects
- Challenge the status quo and relentlessly pursue opportunities to improve the support experience and improve operational efficiency
- Assist in budgeting, forecasting, capacity planning and support vision and offering definition
- Foster and grow relationships across Product and Engineering functions for complex technical issue prioritization and resolution, knowledge building, incident engagement, new feature readiness and product feedback
- Partner effectively with leadership across the entire organization (including Sales, Product, Engineering, Onboarding, HR, Success, etc.) to drive change and achieve our company business goals
A little more about you:
- You have 10+ years running a global Technical Support team, including 5+ years managing Technical Support Managers - experience with 24x7 follow-the-sun support model a plus
- You have a proven track record of exceeding goals and achieving growth and success
- You have advanced proficiency with technical support technologies and tools supporting SaaS (Zendesk, Jira, Datadog, etc.)
- You are able to attracting, hiring, coaching and retaining talent globally
- You are a strategic thinker, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics
- You are very analytical and you are comfortable running a data-driven support organization
- You have a proven ability to create and implement complex, cross-organization programs to drive efficient, innovative operations and contain expenses
- You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- You have experience in being a trusted and respected leader with a reputation for fairness, dependability and adherence to high ethical standards
- You are a creative problem solver and are able to identify obstacles and viable solutions
- You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
- You have exceptional communication and presentation skills, both oral and written - including ability to share technical information to non-technical audiences
- You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)
Aircall is constantly moving forward(e)We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is the time to be part of the team and the journey we’re on.
Why join us?
🚀 Key moment to join Aircall in terms 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
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all(e)We’re working to create a place filled with diverse people who can enrich and learn from one another(e)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.
We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open(e)Above all else, we understand and acknowledge that we have work to do and much to learn.
Plus d'offres d'emploi chez Aircall
Paris, France
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