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.
Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.
Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.
At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.
How we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here.
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)
