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AI Summary
Lead and develop the Number Operations team by setting goals, monitoring queue health, and ensuring SLA adherence. Manage daily ticket queues for number provisioning and porting while collaborating with product and engineering teams for tooling improvements.
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 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.
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 & benefits
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.
Want to know more about candidate privacy? Find our Candidate Privacy Notice here.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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