Customer Support Specialist - Remote Austin / Dallas, Texas

+80 more | Remote
Employer Provided Salary: $44,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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 18,000+ 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, 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 team:

As a Customer Support Specialist, you’ll work closely with our customers to identify, investigate, escalate and advise them on their questions and concerns. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. In doing so, you’re a key player in growing Aircall. You’ll work closely with our global support team to efficiently identify, solve, escalate and advise our customers on their questions and concerns.


Applicants should be based remotely in the Austin or Dallas metro area. Hours for this role will be Monday - Friday 9-6 PM CST.

What you'll do:

  • Impact: You’ll work closely with our customers to identify, investigate, escalate and advise them on their questions and concerns. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently
  • How to Succeed: You are curious and like to learn. You can work under pressure, manage your time well and know how to prioritize your workload. You’re not afraid to challenge yourself and are open to change. You’re eager to share feedback and ideas to help our team continually improve

What you'll bring:

  • Experience in a SaaS B2B customer support role is a plus
  • Excellent written and verbal communication skills
  • Technical aptitude
  • Exhibit strong curiosity (to investigate issues) and empathy (to build positive customer experiences)
  • Ability to multi-task across different tools and platforms
  • Willingness to work with multiple teams in an international and multilingual remote/hybrid 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.


Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • Notion, GitHubManagement
    • ContentfulCMS
    • SalesforceCRM
    • Marketo Email
    • MarketoLead Gen
    • LinkedIn Sales Navigator Lead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • Monday.comProject Management

An Insider's view of Aircall

What are some social events your company does?

My absolute favorite moment this past week was getting home and receiving an unexpected Mother's day gift! I was both pleasantly surprised & grateful. This gesture reminded me of how moments like this can set the tone for the day, the week, and it made me pause so I can fully appreciate it.

Solange

Director of Tax

What does your typical day look like?

My favorite part of the week is well, closing, closing, and closing. While the end of the month can sometimes be stressful, it is fulfilling working towards a goal and achieving it over and over again. As I have started working larger deal, it has been a fun new challenge as I have to be on top of my game.

Elizabeth

Strategic Account Executive

What are some things you learned at the company?

I've learned Product Marketing is like a long-distance relay race, where the baton is the product and the track is the wider market. The first lap is all about the customer and market research. During the second lap, we pass the baton top the Product team and to build and manage that solution. Then during the third, it's all about going to market.

Ryan

Product Marketing Manager

How has your career grown since starting at the company?

I am an Onboarding Specialist, though 2 years ago, my Aircall journey first started on the Support team. If go-to-market's org was a sandwich, Sales and Customer Success would be the bread, and Onboarding would be the meat. We are responsible for assisting customers in implementing Aircall to their tech stacks.

Ashley

Customer Onboarding Specialist

What are Aircall Perks + Benefits

Aircall Benefits Overview

? 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 & 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, commuter and childcare reimbursements
? Generous parental leave policy

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
President's club
Remote work program
(Dependent on team)
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have multiple ERGs at Aircall so far that are employee founded and lead
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Aircall's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to the legal maximum annually.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Aircall offers medical, dental, and vision benefits on the first of the month following the employee's start date.
Life insurance
Wellness programs
Employees can expense 100$/month on services for physical or mental health.
Mental health benefits
Employees can expense 100$/month in services for their mental or physical health
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
All employees are eligible to contribute to their 401k.
401(K) matching
100% match on deferrals up to 3% of compensation, plus 50% match on deferrals on the next 2% of compensation. 100% immediate vested - no vesting schedule.
Company equity
Aircall offers stock options to all employees, including vesting over a four-year period.
Employee stock purchase plan
Aircall offers stock options to all employees, including vesting over a four-year period.
Performance bonus
Aircall offers a quarterly bonuses for certain positions.
Charitable contribution matching
Aircall matches donations to organizations that align with our values and our DEI statement.
Child Care & Parental Leave Benefits
Childcare benefits
Monthly $100 child care reimbursement on every other paycheck for each child under the age of 10.
Generous parental leave
We provide up to 16 weeks of parental leave for the primary caretaker. Aircall also provides 4 weeks of leave for the secondary caretaker.
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
We encourage employees to take time off to volunteer
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Aircall offers pre-tax commuter benefits for all employees, and employees can expense 127$/month in transportation to and from work
Company-sponsored outings
Our most exciting outing is our annual global offsite! We went to Spain in 2017 and 2022, and Marrakech in 2018 and 2019. Our North America team also did a regional trip to the Poconos in 2021
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Employees can expense 100$/month on services for physical or mental health: gym, personal training, ClassPass subscription-- you name it!
Professional Development Benefits
Lunch and learns
Aircall hosts lunch & learn meetings weekly where employees can sign up to present on topics they are passionate about. Past lunch & learns include: hand-gliding, Burning Man, composting & Reggaeton!
Promote from within
Mentorship program
Our first mentorship program launched through our ERG Gender Equality Matters (GEM)!
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

DE&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 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 because we realize that we have work to do and much to learn.

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