Customer Support Operations & Strategy, Systems Specialist

Aircall; New York (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and rapidly growing B2B startup where your voice matters! As a Systems Specialist, you will play a crucial role in enhancing our customer support technology and ensuring exceptional experiences for users. Collaborate with diverse teams to drive continuous improvement and explore innovative solutions. With a focus on customer satisfaction and a commitment to excellence, this role offers the chance to thrive in a fast-paced environment. If you're passionate about technology and customer experience, this is the perfect opportunity to make a meaningful impact in a vibrant and inclusive workplace.

Benefits

Health Coverage

Lunch

Commute Benefits

Sports Activities

Work-Life Balance

Diverse Work Environment

Qualifications

• Fluency in English and experience with Zendesk are mandatory.
• Strong communication skills and customer obsession are essential.

Responsibilities

• Manage customer-facing technology portfolio for support.
• Drive improvements and assist in evaluating new technologies.

Skills

Zendesk

Customer Support

Communication Skills

Problem Solving

SQL

Salesforce

Jira

Looker

Technical Application Certifications

Education

Bachelor's Degree or Equivalent Experience

Tools

Aircall

Intercom

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 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.

We are looking for a talented Systems Specialist to join our Support Operations and Strategy team. Our team ensures that our Customer Support function delivers amazing experiences to Aircall users and continues to improve our offerings and capabilities as Aircall continues to rapidly grow.

Your mission @ Aircall

• You will manage and maintain our customer facing technology portfolio that is used to provide support to our customers.
• You will have an eye for continuous improvement and follow best practices for making our ecosystem world-class.
• You will collaborate closely with the Customer Support team and others including Customer Success, Onboarding, and Sales to ensure requirements can be met through process and tools.
• You will drive on-going improvements to our ecosystem and assist in evaluating new technologies and roadmaps of our technical stack.
• Become a technical SME with our Customer Support tools we use today and in the future.
• Handle technical requests from the Support team to improve our internal tooling within an Agile environment, aligning with overarching projects and initiatives.
• Work alongside our Support Enablement, Data Analyst, Knowledge Managers, and Project Managers in the team to ensure expert delivery of our Operations projects.
• Work closely with our Business Solutions & Transformation team to ensure clear communication and awareness of our business needs. Support cross functional projects to ensure successful delivery.
• Follow all prescribed best practice, governance and security procedures as defined by our Enterprise Services & Insights (IT) team.
• Complete audits of our Support tooling stack and ensure we have alignment with other systems and teams.
• Respond quickly to issues that come up in our production environments.

A little more about you (musts) :

• Fluency in English is mandatory.
• Experience with Zendesk is a must and highly critical to be successful in this role.
• You have exceptional written and verbal communication skills and work well in a global team using a variety of communication mechanisms.
• You are motivated to pursue the best technical solutions to problems and explore new opportunities to provide great customer experience.
• You feel comfortable working alongside technical stakeholders in cross-functional initiatives.
• You’re determined to provide the best possible experiences for our Support team and customers.
• You are truly customer-obsessed with an eye for continual improvement.
• You are a creative problem solver and can identify obstacles and viable solutions.
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.

A little more about you (desired skills) :

• Customer Support and/or CX experience at a great advantage.
• Strong experience with Aircall, Intercom, Salesforce, Jira and Looker would be an advantage for you to be successful.
• Good SQL, programming language knowledge and Knowledge of web technologies would be a strong advantage.
• Relevant technical Application certifications would be a plus.

Please submit your resume in English.

We know that success comes from smart work and deserves to be recognized and rewarded.

We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why join us?

Key moment to join Aircall in term 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 (health coverage, lunch, commute, sports).

DE&I Statement:

At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.

We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- 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 because we realize that we have work to do and much to learn.