Manager Technical Support Operations - Remote based from EMEA

Location

Remote

Type

Full-time

Area

Operations & Support

Level

Mid-Senior

Job Description

Posted on:

December 27, 2024

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, 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.

Responsibilities

Lead and mentor a team of technical specialists, fostering a culture of technical excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains

Build the quarterly Support Operations technical roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution

Own and manage all aspects of the Customer Support systems and tools, with a focus on creating robust, innovative and scalable solutions

Manage end-to-end executive of a portfolio of Support Ops technical projects, from requirements gathering to delivery and hyper-care, ensuring timely and high-quality execution

Act as a technical advisor for the Support Leadership staff, helping to build direction, long term vision and innovation

Partner with VP and finance on forecasting, budgeting and capacity planning

Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience

Leverage data to provide actionable insights and strategic recommendations to our leadership team

Qualifications

7+ years experience in Technical Support Operations or equivalent field, within a SaaS or technology company

Experience managing and mentoring a technical team is needed

Very advanced technical skills, including proficiency in customer support technologies and tools like Zendesk (multi-channel management), scripting/programming knowledge (e.g. Python, SQL or similar), APIs and AI technologies

Ability to oversee web development related to front-end customer portals and associated technologies, such as JavaScript, HTML, CSS and React

Very analytical and data-driven, with advanced proficiency with SQL and Looker (or equivalent)

Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results

Creative problem solver and are able to identify obstacles and viable solutions

Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership

You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)