Number Operations Team Lead

We are recruiting an experienced Number Operations Team Lead. 

Key Responsibilities:

Team Leadership

• Lead, coach, and develop the Number Operations team — setting clear goals, holding regular 1:1s, and fostering a culture of accountability and continuous improvement.
•  Monitor team workload and queue health, ensuring tickets are distributed fairly and SLAs are consistently met.
•  Define and track operational KPIs (such as porting success rates, provisioning turnaround, SLA adherence) and present regular reports to senior stakeholders.
•  Identify process improvements that increase efficiency, reduce error rates, and help the team scale as Aircall expands into new markets

 

Ticket Handling

•  Manage your own portion of the daily ticket queue — including number provisioning, porting requests, inventory management, and related customer or internal queries.
•  Support the team on tickets that require additional expertise or senior judgement, maintaining visibility of the queue's status daily.
•  Ensure compliance with country-specific telecom regulations, number portability rules, and carrier documentation requirements across key markets.

Cross-Functional Collaboration:

• Partner with the Technical Lead to handle escalations, bugs, and training needs effectively, ensuring the team's operational feedback reaches engineering and product teams.
•  Engage with carrier and supplier contacts at a relationship level to support commercial discussions and escalations beyond daily technical interactions.
•  Collaborate with product and engineering teams to provide operational input on tooling improvements, automation opportunities, and new market launches.

 

Qualifications:

Experience & Background

• Proven  experience in telecommunications operations, number management, or a similar technical ops role, ideally within a SaaS or cloud communications environment.
• Prior experience in a team lead, senior, or mentoring capacity, with a demonstrated ability to develop and motivate operational teams.
• Proven track record of managing complex ticket queues and meeting SLA targets in a fast-paced, high-volume environment.

Technical Knowledge

• Strong understanding of number provisioning, porting processes, and telecom carrier workflows across multiple markets.
• Familiarity with country-specific telecom regulations and number portability rules (e.g., EU, US, and/or other key markets).
• Comfortable working with ticketing systems (e.g., Jira, Zendesk, or similar) and operational dashboards to monitor team performance and queue health.
• Working around regulation requirements to maintain customer compliance around number provisioning and operating ahead regulatipns changes

Leadership & Communication

• Excellent interpersonal and coaching skills, with experience conducting 1:1s and setting clear team goals.
• Strong stakeholder communication skills — able to present KPI reports and operational insights clearly to senior leadership.
• Ability to manage cross-functional relationships with product, engineering, and external carrier/supplier contacts.

Analytical & Process Mindset

• Data-driven approach to identifying process bottlenecks and implementing scalable improvements.
• Experience defining and tracking operational KPIs such as porting success rates, provisioning turnaround, and SLA adherence.
• Proactive in surfacing automation opportunities and tooling improvement needs to engineering and product teams.

Languages

• Fluent in English (written and spoken); additional languages are a plus given Aircall's international scope.