Manager, Customer Support


Manager, Customer Support

  • Permanent contract 
  • Madrid
  • > 5 years

The company



  • SaaS / Cloud Services, Electronics / Telecommunications
  • From 250 to 2000 employees

The job

Manager, Customer Support

  • Permanent contract 
  • Madrid
  • > 5 years

Who are they?

Aircall is on a mission to revolutionize the business phone industry!

We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, which seamlessly integrates with popular productivity and helpdesk tools. We have raised more than $220 million since 2015, and our base of 8000+ customers (and growing) is at our forefront.

Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, London, Berlin and remote locations. Despite our distance, we all work together to drive our product!

Want to know more about Aircall?Company culture, teams, technical stack, jobs... Let's go for an immersion!
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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 role:

We are looking for a seasoned and hands-on Customer Support leader 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 Spanish 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.

Your mission @Aircall:

  • Manage a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership
  • Focus first and foremost on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
  • Serve as a coach, mentor, and leader, helping individuals develop their skills and grow in their careers while setting expectations on performance based on feedback and transparency
  • Manage the day-to-day team operations, set goals, and drive team development to achieve performance and career goals
  • Motivate and empower your entire team to achieve their 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
  • Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
  • 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.
  • Develop and nurture relationships across the entire organization at Aircall to advocate for the best customer experience possible
  • A little more about you…

  • You have 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors - 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 customer support technologies and tools supporting SaaS (Zendesk, Jira, Aircall, Intercom, etc).
  • You are able to attract, hire, coach and retain talent globally
  • Problem solver and results-driven, you can quickly think on your feet
  • 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
  • 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
  • Prior experience working for a tech startup or a similar environment is highly preferred
  • Must be willing to commute 2-4x/week to our Madrid 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 & 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. 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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