Aircall is on a mission to revolutionize the business phone industry!We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, which seamlessly integrates with popular productivity and helpdesk tools. We have raised more than $220 million since 2015, andour base of 8000+ customers (and growing) is at our forefront.Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, London, Berlin and remote locations. Despite our distance, we all work together to drive our product!
About the role: We are looking for a talented Analyst to join our newly created Support Operations and Strategy team. Our team ensures that our Customer Support function delivers amazing experiences to Aircall users and continues to improve our offerings and capabilities as Aircall continues to rapidly grow.Our mission statement:- Deliver world-class customer and employee experiences- Thrive on operational excellence no matter if it is a simple task or a very large project- Drive feedback channels and strong communications within an information-reliant environment- Foster and drive a customer-obsessed culture at Aircall
This position is open to remote or hybrid mode (office +remote)Your mission @ Aircall:
- Set up world-class data amp; KPI reporting within the Customer Support organization to ensure alignment within the business unit and broadly across Aircall
- Review KPIs amp; data reports to derive trends to help guide Support Leadership and Executives on data-driven decision making and transformations
- Combine rich cross-organizational data sources to drive industry-leading insights
- Drive the KPI, capacity, and performance reporting processes for the Support function regularly and ensure consumption and correct interpretation of the data and trends in reports and dashboards
- Develop forecasting models using industry standards and techniques
- Efficiently create ad-hoc reports as needed for the team
- Identify reporting gaps and strategies to collect critical data points along the Customer Support process along with the overall Customer Support journey
- Present findings to cross-collaborative teams and Support leadership
- Create and own Customer Support dashboards and reports, ensuring they remain relevant and reliable.
A little more about you:
- You have more than 3 years of experience in a project-based team, ideally in a Support Operations environment
- Fluency in English is mandatory
- Very analytical and data-driven, with advanced Excel/Google Sheets proficiency (SQL a plus), and you are comfortable with designing executive-level dashboards (Looker)
- You understand statistical models and can select relevant tools to uncover insights on the delivery of customer support
- You successfully deliver tasks in a prioritized, timely manner and to a high standard
- You are truly customer-obsessed with an eye for continual improvement
- You are a creative problem solver and can identify obstacles and viable solutions
- Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
- Exceptional written and verbal communication skills and ability to work well in a global team using a variety of communication mechanisms
We know that success comes from smart work and deserves to be recognized and rewarded
We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together.
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us? Key moment to join Aircall in term of growth and opportunities Our people matter, work-life balance is important at Aircall Fast-learning environment, entrepreneurial and strong team spirit 35+ Nationalities: cosmopolite amp; multi-cultural mindset Competitive salary package amp; equity
Generous parental leave policy
DEamp;I Statement:At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities