Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in
We are looking for a hands-on and highly talented seasoned leader to join our extended Support organization and lead our global Number Operations team. This team is obsessed with offering world-class support for number-related customer requests, such as number purchasing, porting and compliance, to our >22,000 customers. NumOps closely partners with Carrier Relations (new carrier onboarding, new regulatory requirements implementation), Product & Engineering (in-product self-service, automation, UX number flows), Legal and customer-facing teams such as Success and Sales.
Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong Number Operations expertise and views to influence the direction of Aircall’s number management strategy, and ensure that NumOps constraints, challenges, risks and opportunities are always surfaced, understood and addressed.
Responsibilities
Lead and mentor a global team of 20 individual contributors, managers and contractors, fostering a culture of operational excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domainsBuild the quarterly Number Operations OKRs in close collaboration with Product, Carrier Relations and Support Ops and be accountable for OKR execution, meeting and exceeding operational targets (SLA, CSAT, TTR)Own customer escalations as neededBuild and maintain solid relationships with carrier partners, collaborating with them on regular basisProject manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customersPartner with Product to identify and advocate for in-product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystemPartner with VP and Support Leadership on capacity planning, forecasting and budgetingProactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience Qualifications
5+ years experience in Number Operations, Carrier Operations or equivalent, preferably in a high-growth SaaS environment2+ years in a management role, with experience hiring and developing high-performing teamsAdvanced proficiency with customer support technologies and tools like Zendesk (multi-channel management) as well as Carrier Portal solutionsAdvanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitmentsVery analytical and data-driven, with proficiency with Gsheet and Looker, SQL a plusDemonstrated ability to lead multiple cross-functional technical projects and deliver measurable resultsCreative problem solver and are able to identify obstacles and viable solutionsProactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownershipExceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholdersYou have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)
