[Hiring] Customer Support Specialist @Aircall.io, Inc.

Role Description

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, escalate, 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 & 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

Benefits

• 🚀 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.