Aircall Logo

Aircall

Manager Technical Support Operations - Remote from EMEA

Reposted 20 Days Ago
Remote
28 Locations
Senior level
Remote
28 Locations
Senior level
Lead and manage technical support operations, improving systems and workflows across teams. Responsible for project execution and mentorship in a dynamic SaaS environment.
The summary above was generated by AI

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 20,000+ 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, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City 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/team


We are looking for a highly talented Manager, Technical Support Operations to join our extended Support organization and lead the technical arm of our Support Operations & Strategy group. This group is partnering with all support delivery teams (Frontline Support, Technical Support, Billing Support, Number Operations, Fraud Operations) as well as numerous other internal teams (Product, Eng, RevOps, Sales, Success, Finance, etc) to help the extended Support organization achieve greater customer results and higher efficiency.


Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong technical expertise and views to influence the direction of the organization and ensure that technical constraints, challenges, risks and opportunities are always surfaced and understood. Your contribution will help us create a world-class Support experience for our customers as well as drive operational excellence and maximize support team efficiency. 


The technical arm of the Support Operations group has the following responsibilities:

- Manage and continuously improve all Support systems and associated workflows / processes (Zendesk, Aircall, Qualtrics, AI support applications, Support Portal, custom built components, systems integrations)

- Provide technical guidance and drive technical delivery on a variety of strategic and tactical projects (Support funnel redesign, new channels launches, new AI support applications, Support offering changes, new automations, integrations, various improvements improving productivity, A/B testing, etc.)

- Own the extended Support org tooling budget


This role will manage a team of 3, including one system administrator, one technical specialist (to be hired) and an external web developer. Close and frequent technical collaboration with Engineering is also expected.

Top Skills

Ai Technologies
APIs
CSS
HTML
JavaScript
Looker
Python
React
SQL
Zendesk

Similar Jobs

7 Days Ago
Easy Apply
Remote
28 Locations
Easy Apply
Mid level
Mid level
Artificial Intelligence • Machine Learning • Natural Language Processing • Conversational AI
The Information Security Compliance Engineer will design and maintain security governance, risk management, and compliance frameworks. Responsibilities include supporting audits, updating security policies, and enhancing security processes to align with standards like ISO27001, NIST, and SOC frameworks. Strong communication skills are essential for educating staff and managing internal audit processes.
Top Skills: Compliance FrameworksGovernanceIcfr/SoxInformation SecurityIso27001NistRisk ManagementSecurity ComplianceSoc 1Soc 2
8 Days Ago
Easy Apply
Remote
28 Locations
Easy Apply
Mid level
Mid level
Cloud • Security • Software • Cybersecurity • Automation
The Senior Support Engineer at GitLab will engage with customers to troubleshoot issues, collaborate with internal teams to enhance product features, and draft documentation based on user interactions. This role involves technical support of GitLab implementations, responding to support tickets, and contributing to system enhancements through coding and testing.
20 Days Ago
Easy Apply
Remote
33 Locations
Easy Apply
Senior level
Senior level
Cloud • Security • Software • Cybersecurity • Automation
As the Manager for Security Log Engineering at GitLab, you will shape the security logging vision, oversee workflows for log management across environments, build partnerships within the organization, and lead a team of security engineers while fostering a culture of continuous improvement.

What you need to know about the Edinburgh Tech Scene

From traditional pubs and centuries-old universities to sleek shopping malls and glass-paneled office buildings, Edinburgh's architecture reflects its unique blend of history and modernity. But the fusion of past and future isn't just visible in its buildings; it's also shaping the city's economy. Named the United Kingdom's leading technology ecosystem outside of London, Edinburgh plays host to major global companies like Apple and Adobe, as well as a growing number of innovative startups in fields like cybersecurity, finance and healthcare.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account