Manager Technical Support Operations - Remote based from EMEA

Responsibilities

• Lead and mentor a team of technical specialists, fostering a culture of technical excellence, innovation and continuous learning.
• Build the quarterly Support Operations technical roadmap in close collaboration with all delivery leaders.
• Own and manage all aspects of the Customer Support systems and tools.
• Manage end-to-end execution of a portfolio of Support Ops technical projects.
• Act as a technical advisor for the Support Leadership staff.
• Partner with VP and finance on forecasting, budgeting and capacity planning.
• Proactively identify areas of leverage, develop strategies and execute plans to improve systems.
• Leverage data to provide actionable insights and strategic recommendations.

Qualifications

• 7+ years experience in Technical Support Operations or equivalent field.
• Experience managing and mentoring a technical team.
• Very advanced technical skills, including proficiency in customer support technologies and tools.
• Ability to oversee web development related to front-end customer portals.
• Very analytical and data-driven, with advanced proficiency with SQL and Looker.
• Demonstrated ability to lead multiple cross-functional technical projects.
• Creative problem solver.
• Proactive, organized, focused, and can ruthlessly prioritize.
• Ability to build deep ongoing relationships and collaborate with various stakeholders.

About the Company 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. Conversation is a cornerstone of our culture.