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Head of Customer Care at Aircall
Paris, FR
Aircall’s mission is to transform the business phone industry!
Aircall is an advanced cloud-based phone system. Our platform easily integrates with CRM, support, and SaaS tools, giving users all the context they need to deliver superior service. As a Customer Experience Team member at Aircall, you’ll be interacting day by day with passionate people.
But behind our product are the people driving it. Ambition, Community, Teamwork and Transparency –– these are the values we live by at Aircall. We know that success comes from hard work and deserves to be recognized and rewarded.
So if you’re a person that loves a good challenge, enjoys solving meaningful problems, and wants to be a part of a fast-growing startup — then you just might be who we’re looking for!
About the Team:
We are looking for a highly experienced Paris based Head of Care that will be managing our Support and Onboarding departments worldwide (NYC and Paris). We're looking for someone quality-driven, results-focused, determined to succeed, experienced in the SaaS industry and who is committed to ensure our customers have the best experience at all levels. 
Current Care team (Onboarding and Customer Support):
- Paris team (7 FTEs) led by 1 team Manager in Paris
- NYC team (5 FTEs) led by 1 team Manager in NYC
Two teams, two projects but one goal: Customer excellence

What you will do :

    • Increase customer satisfaction based on more relevant and actionable surveys 
    • Build a 24/7 customer support department with high quality answers
    • Improve customer experience by creating an effective way to share feedback with our product team w/o leaving our inbox, helpdesk, or CRM.
    • Boost the on-boarding and the customer support team to make them more efficient Manage a team:conduct 1-1 meetings with Team Manager, conduct performance review, assess the whole team performance.
    • Coach and develop direct reports towards achieving their goals.
    • Structure the team (tools, orga, dashboard, process) at scale to handle high volume of tickets and fast answers expected
    • Ability to build repeatable, scalable processes that will work on a global level.
    • Create hiring plans according to business targets & team capacityLead the team communication on a global company (weekly review, business meetings).

What we are looking for :

      • Background:
      • 6-12 years of professional experience
      • 5 years of management experience in Customer Support / Customer Success
      • Strong managerial experience & data KPI driven
      • Previous experience in SaaS B2B is a plus
    • Skills:
    • Fluent in English
    • Experience and knowledge of a fast paced, peak period focused, hyper growth startup industry is desirable.
    • Strong influencing and negotiation skills,Ability to drive high performance against all KPI.
    • Capability to create business critical reports on time and ensure this includes meaningful and relevant information and commentary.
    • You like to get your hands dirty and are energized by working with a dynamic and supportive team. 
    • Problem solver and results driven, you can quickly think on your feet
    • Collaborate with our Paris and NYC teams to find ways to create smoother workflows and improve productivity
    • Experience using our helpdesk CRM --> Zendesk
    • Solid analytical skills which result in sound decisions, solutions and recommendations
    • Project Management / Six Sigma experience considered an asset.
    • Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary.
About Aircall:
We believe that everyone’s voice is unique and valuable. That’s why we strive to empower the voice of both our employees and our customers. Aircall offers a unique work environment and the chance to collaborate with diverse teammates across two continents. 
We believe that when we’re fully present at work we are more engaged, more confident, and more excited to achieve great things together. Which is why we give everyone the freedom, tools, and environment to do their best work.
We are looking for enthusiastic folks who are ready to innovate and make an impact for the better. Positivity, candor, ambition, commitment — these are some of the values by which we live, as individuals and as a team. We believe that success comes from hard work and deserves to be recognized and rewarded.
What we offer:
A competitive environment where you can get responsibilities
Sunny offices in the center of Paris with ping-pong tables, music studio, free food/drinks, and regular team parties
Immersion in the Parisian startup ecosystem, and an opportunity to work with some of the most promising startups
Competitive package
Yearly team offsite to exotic locations bringing together our Paris and NYC team

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