Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 14,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv, or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.
About the role:
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Customer experience is at the heart of what we do, and this starts in the Onboarding stage of the customer journey. We are looking for a passionate customer onboarding specialist to actively drive customer results in our digital-led customer segment!
This role can be based remotely in the U.S. or from our local New York City office.
What you'll do:
- Oversee a pool of customers in the onboarding stage of their journey and drive them to successful value realization
- Adapt a data-driven approach to fostering product adoption for the digital touch segment of Aircall’s customer base
- Use a tech-touch approach to drive customers through their onboarding journey and empower them to utilize self-help resources
- Leverage one-to-many engagement methods (webinars, Totango success plays, in-app engagement, video content, etc) to train various user personas on our product
- Provide targeted personal engagement and troubleshooting for customers where needed based on health triggers throughout their onboarding stage
- Analyze, organize, and communicate customer feedback to the Product, Customer Marketing, Engineering, Sales, and Programs Management Teams
- Take part in the constant improvement of our customer journey by giving feedback about our onboarding processes to further drive efficiency and workflow improvement
- Bring a curious can-do attitude and embrace the evolution of the role based on changing business needs
What you'll bring:
- 1+ years experience in Customer Support, Onboarding/Implementation, Customer Education, or Customer Success
- Excellent written verbal and written communication skills
- Self starter: able to effectively juggle multiple projects at a time and a large pool of customers
- Customer centric: you take ownership of customer requests and see them through to completion (even if it means referring them to another department and following up with that department!)
- Data-driven: able to leverage insights (adoption, engagement, health score) to influence customer engagement decisions
- As a brand ambassador to some of our most valuable customers, you can sell the value of Aircall to multiple stakeholders (from end users to CEOs)
- Technical proficiency and an understanding of basic software integrations and use cases is a plus
- Problem solver and results driven, you can quickly think on your feet
- Previous experience in a similar environment or role is highly desirable
- Eager to learn and evolve in a hyper-growth environment
Key traits we look for:
You are coachable, you are resilient, you are solution oriented coming to the table with great ideas, and you find the fun in a good challenge!
We will invest in you, as you invest in us. We believe that owning your growth and owning your success starts with you, but it's up to us to help provide the platform for learning, growing and building your career!
Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is the time to be part of the team and the journey we’re on.
Why join us?
🚀 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 & equity
🏨 Medical, dental, and vision insurance is 100% covered
📈401k plan with company matching!
✈️Unlimited PTO — take the time you need to come to work feeling great!
⭐️Wellness, internet, and childcare reimbursements
💚Generous parental leave policy
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.
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