Customer Support Specialist

Aircall; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Aircall is a unicorn AI-powered communications platform supporting voice, SMS, WhatsApp, and 250+ integrations. We serve 24,000+ businesses worldwide with a global team across multiple cities.

Aircall seeks a Customer Support Specialist who will advocate for customers, promote product education, and guide users through features to drive success. You will work with the global support team to address issues, ensuring customer satisfaction and timely resolutions.

Qualifications

• Ideally 1+ year of experience in a SaaS B2B customer support role or transferable experience/skills.
• Fluency in English is mandatory; Spanish is a plus.
• Excellent written and verbal communication skills.
• Familiar with ticketing tools and systems.
• Understanding of how CRM systems work.
• Strong basic computer skills.
• Hands-on experience using AI assistants to troubleshoot and improve efficiency.
• Ability to collaborate with AI tools in daily workflow: prompt well and double-check answers.
• Technical aptitude to explain concepts to customers and internal teams.
• Curiosity to understand and troubleshoot complex inquiries.
• Strong time management and prioritization.
• Uncompromising empathy.
• Ability to multi-task across platforms and channels.
• Willingness to work with multiple teams in international/multilingual remote environment.

Responsibilities

• Identify, solve, elevate and advise customers on questions and concerns.
• Collaborate with a global support team to address and resolve technical issues promptly.
• Support customers in using Aircall features and educate on product education and solutions.
• Promote quality customer experiences and advocate for customers at Aircall.

Skills

English fluency

Written communication

Verbal communication

AI assistance usage

Prompting AI tools

Time management

Empathy

Cross-team collaboration

Technical aptitude

Tools

Ticketing systems

CRM systems

Job description

Aircall is a unicorn AI-powered communications platform transforming how teams win with customers.

For over a decade, we’ve believed voice builds the strongest business relationships. We bring voice, SMS, WhatsApp, and 250+ integrations together on one seamless workspace—so every customer conversation drives revenue, resolves issues faster, and builds trust. Our AI Voice Agents handle routine interactions while your team leads the conversations that matter most. Used by 24,000+ businesses worldwide.

We’re 600+ people from 40+ nationalities across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney, and Mexico City. We’re ambitious, product-driven, and execution-focused—built for visible impact, fast decisions, and real growth.

Come join us!

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 is mandatory. Spanish 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
• Exhibit uncompromising empathy
• Ability to multi-task across different platforms and forms of communication
• Willingness to work with multiple teams in an international and multilingual remote environment

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.

Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

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.