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Customer Support Specialist

Permanent contract
New York
Salary: Not specified
Fully-remote

Aircall
Aircall

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The position

Job description

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. 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. Let’s talk.

About the team:

Customer Care is the heart of Aircall. The Customer Support team aims at consistently providing outstanding support experiences to all our customers and partners, turning them into long-term brand advocates. We are made of passionate problem solvers and customer advocates driving customer happiness and product engagement through technical troubleshooting and education. We’re looking for a highly motivated person with excellent communication skills who can deliver world-class experiences for our customers.

What you'll do:

  • Answer customer inquiries and requests through email, phone, and chat support in a timely manner - with a focus on chat support
  • Gather product feedback and customer insights in order to constantly improve the customer experience
  • Escalate concerns to relevant individuals across the Customer Support team and beyond
  • Properly manage and document all work performed as part of ticket queue management in Jira
  • What you'll bring:

  • Prior experience working in Customer Support
  • Prior experience using any of our support tools: Jira, Intercom, and Aircall
  • Passion for consistently providing world-class customer experiences
  • You have the ability to explain technical concepts in an easy to understand manner
  • Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying, and what they mean
  • Comfortable managing several competing tasks and issues in a fast-paced environment
  • Excellent verbal and written communication skills
  • Attention to detail, organizational skills, and superior time management skills
  • The ability to work independently as well as in a team environment
  • Patience and the ability to remain calm and even-keeled while adapting to a variety of situations
  • Positive energy!
  • The willingness to learn and help
  • Problem solver and results-driven, you can quickly think on your feet 
  • Prior experience working for a tech startup or a similar environment is highly preferred
  • Must be willing to commute 2x/week to our Manhattan office
  • Aircall is constantly moving forward. 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 & equity

    🏨 Medical, dental, and vision insurance is 100% covered

    📈 401k plan with company matching!

    ✈️ Unlimited PTO — take the time you need to come to work feeling great!

    ⭐️ Wellness, commuter, and childcare reimbursements

    💚 Generous parental leave policy

    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. We’re working to create a place filled with diverse people who can enrich and learn from one another. 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. Above all else, we understand and acknowledge that we have work to do and much to learn.

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