Customer Support Specialist

About the Position

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.

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 goals. 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.

Responsibilities

• Impact: Work closely with our clients to identify, solve, escalate, and advise them on their questions and concerns. Your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at Aircall.
• Teamwork: Join a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. Expect a great deal of support, transparency, and collaboration on a daily basis.
• Growth Opportunity: Frontline Support is a front-row seat at all things in Aircall. Members of our team have successfully transitioned to various 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.

Requirements

• 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 CRM 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

We Offer

🚀 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

About the Company

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.

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.