Customer Support Specialist

Aircall.io, Inc.; Paris; À distance; EUR 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Competitive salary package

Résumé du poste

Aircall is hiring a Customer Support Specialist to be the heart of our customer interactions. You will help users navigate Aircall features, resolve issues, and promote product education while leveraging AI tools to improve efficiency. A multilingual, collaborative environment with growth opportunities awaits.

You will work with global teams to address technical questions, deliver timely solutions, and ensure high customer satisfaction across platforms and channels.

Qualifications

• 1+ year of experience in a SaaS B2B customer support role or transferable skills.
• Fluency in English & French is mandatory.
• Excellent written and verbal communication skills.
• Familiar with ticketing tools and CRM systems.
• Hands-on experience using AI assistants to troubleshoot and improve customer experiences.
• Ability to collaborate with AI tools in daily workflow and to prompt effectively.
• Technical aptitude to explain technical concepts to customers and internal stakeholders.

Responsabilités

• Impact: identify, solve, and advise customers to improve their ability to use Aircall.
• Teamwork: collaborate with a global, fast-growing team and share knowledge.
• Growth Opportunity: frontline role as a gateway to other Customer Success paths.
• Learning: opportunities to develop professionally while supporting customers.

Connaissances

English & French fluency

Excellent communication

Ticketing systems

CRM familiarity

AI-assisted support

Outils

Ticketing tools

CRM systems

Description du poste

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.

Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.

At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

How we work at Aircall:We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here.

As a Customer Support Specialist, you’ll be an advocate for our customers and the heart of Aircall by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities. This way, you’ll also help other businesses achieve their goal. In doing so, you’re a key player in growing Aircall.

You will closely work with the global support team on a daily basis to ensure that technical issues are addressed and resolved promptly to ensure customer satisfaction at all times.

Key Responsibilities:

• Impact: You’ll work closely with our clients to identify, solve, elevate and advise them on their questions and concerns. Our customers are people, not accounts. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at Aircall.
• Teamwork: Aircall is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. You can expect a great deal of support, transparency, and collaboration on a daily basis. There is an amazing opportunity to learn from some of the best people in the industry.
• Growth Opportunity: Frontline Support is a front-row seat at all things in Aircall. Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization.
• Learning: Aircall strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients. As Aircall’s business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond.

Qualifications:

• Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skills
• Fluency in English & French is mandatory. Italian is a plus
• Excellent written and verbal communication skills
• Familiar with ticketing tools and systems
• An understanding of how CRMs systems work
• Strong understanding of basic computer skills
• Hands-on experience using AI assistants to troubleshoot and work more efficiently to deliver better customer experiences
• Ability to collaborate with AI tools in your daily workflow: knowing how to prompt well, and when to double-check the answer
• Technical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)
• A curiosity to understand and troubleshoot complex customer inquiries
• Strong sense of time management and prioritization of work
• Ability to multi-task across different platforms and forms of communication
• Willingness to work with multiple teams in an international and multilingual remote environment

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

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.