Aircall.io, Inc.

Role Description Within our Finance team, the Billing team manages incoming billing and payment-related inquiries. Our mission is to deliver accurate resolutions, clear communication, and a high level of customer satisfaction, while ensuring full compliance with finance guidelines and processes. Key Responsibilities - Support customers in resolving billing and payment inquiries (receipts, credit notes, invoices, payment processing, etc.) - Assist customer-facing teams with invoicing, subscriptions, and payment management topics - Maintain accurate customer account balances - Collaborate closely with the Accounts Receivable and Cash Collection teams - Build and maintain professional relationships by delivering a world-class billing support experience - Develop and maintain in-depth knowledge of Aircall’s billing and payment processes Qualifications - Fluency in English and Spanish. French and German are a plus. - 1+ year of experience in a B2B SaaS customer support role, or transferable relevant experience. - Excellent written and verbal communication skills - Experience with ticketing tools and support systems - Strong technical aptitude (ability to understand and explain billing-related concepts to customers and internal stakeholders) - Analytical mindset with curiosity to investigate and resolve complex inquiries - Strong time management and prioritization skills - High level of empathy and customer orientation - Ability to multitask across different platforms and communication channels - Comfortable working cross-functionally in an international, multilingual, remote environment - Comfortable using AI-powered tools to improve efficiency, quality, and problem-solving in daily work Benefits - 🚀 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.

Role Description 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 - 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. - 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. - 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. - 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. - Fluent in English (written and spoken); additional languages are a plus given Aircall's international scope. Benefits - 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. Company Description 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 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.

Role Description We are looking for a detail-oriented and eager-to-learn Number Operations Specialist (Entry Level) to join our Number Operations team. In this role, you will help manage the process of transferring telephone numbers between carriers, ensuring accuracy, compliance, and a smooth experience for our customers. You'll support: - Porting-related requests - Number purchasing - Caller ID - A2P 10DLC SMS registration inquiries You will work closely with internal teams, customers, and external carriers to resolve issues. This is a great opportunity to build a foundation in telecom operations — full training will be provided. Qualifications - Strong attention to detail and ability to manage multiple tasks at once - Good written and verbal communication skills - Comfortable learning new software tools (CRM/ticketing systems such as Zendesk or Jira) - Eagerness to learn about telecom, VoIP, and number portability processes - No prior telecom experience required — training provided Requirements - Organized with good time management - Problem-solving mindset with a customer-first attitude - Willingness to ask questions and escalate issues appropriately - Team player who collaborates well across departments - Interest in working with data and spotting patterns over time Benefits - 🚀 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

Role Description We are recruiting a Technical Support Specialist who will work remotely from Portugal. As a Technical Support Specialist, you will join a team that operates as a second point of contact for Aircall's customers across the globe. You will work directly with them to help solve complex technical and operational questions. As a Technical Support Specialist, you will have a direct impact on their ability to make and receive phone calls, leverage the right products/integrations, and grow their business. Every day you will be working with multiple teams across Aircall, such as Success, Engineering, Product, Onboarding, and Sales to provide white-glove service and support. Our team is customer-focused, highly motivated, and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Aircall being a 24/5 business, we operate throughout various time zones using a follow-the-sun model. Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams. Key Responsibilities: - Receive and respond to escalate Customer cases regarding technical and functional questions or issues. - Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution. - Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation. - Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team. - Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements. - Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction. Qualifications - Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus). - Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment. - Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment. - Willingness to consistently improve and try different approaches and perspectives. - Empathetic and active listener, with the ability to see each situation from someone else’s viewpoint. - Aptitude to learn and support new products and features. - Motivation to learn by yourself and seek knowledge. Benefits - 🚀 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.

Role Description We are seeking a dedicated and detail-oriented Senior Fraud Operations Specialist to join our Fraud Ops team. In this senior role, you will lead complex fraud investigations and drive data-informed decisions that directly protect Aircall's services and customers. Reporting to our Fraud Operations Manager, you will also be a key escalation point for the team and help define and shape processes related to fraud prevention and detection. Location Notice: This is a remote position, but we are only legally authorized to hire employees who permanently reside in one of the following US states: NY, CO, AZ, DC, FL, GA, IL, MA, MI, NC, NJ, OH, SC, TX, or WI. Applications from residents of states not listed here or other countries will unfortunately not be considered at this time. Key Responsibilities - Diligently investigate and resolve complex, high-impact fraud cases originating from internal teams (Engineering, Sales, Success, Billing Support, Number Operations) and carrier partners, applying strong analytical judgment and clear documentation. - Handle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by data. - Conduct advanced data analysis using tools such as Looker, Datadog, SQL, HEX and similar platforms to identify emerging fraud patterns, quantify risk and support data-driven decisions. - Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity. - Partner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolution. - Assist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practices. - Accurately document fraud attempts, trends and loss events to support reporting and continuous improvement efforts. Qualifications - 5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology company. - Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independently. - Solid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguity. - Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes. - Experience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring. - Experience with fraud detection tools, case management platforms (e.g. Zendesk), and industry best practices. - Exceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionable conclusions. - Highly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being prompted. - Customer-first mindset with a track record of strong internal and external stakeholder management. - Nice to have: experience in the TelCo sector, familiarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams) is a strong plus. Requirements - The salary range is not including a 10 percent annual bonus and other benefits. - Base salary range: $66,300 — $68,000 USD. Benefits - 🚀 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.

Role Description Your mission: - Enhance the customer’s experience by implementing new features and improving the existing ones. - Work closely with other teams including engineering, product, design, and QA to deliver a high-quality product. - Write clean scalable code and test and deploy actions and systems. - Participate in code reviews and provide feedback. - Troubleshoot issues with code and provide solutions. - Build tooling for a more robust and faster development process. - Develop and maintain unit tests to ensure the quality of the application. - Be proactive and involved in decisions about our technical stack, process, product, and UX. - Write technical documentation and participate in knowledge sharing activities. - Keep up-to-date with the latest development trends and suggest improvements to the team. Qualifications - Proven experience with: - React - Typescript - Node.js - AWS (Lambda, Appsync, DynamoDB, Aurora, etc) - It would be great if you also have experience with: - Twilio/Bandwidth/Legos/Ruby - API development using Rest/GraphQL Requirements - Minimum 6 years experience in backend development. - Proficiency in React, Typescript, and experience with Node.js. - Extensive experience with observability using tools like Datadog, Cloudwatch, Prometheus, New Relic, etc. - Experience with OLTP databases like Postgres, MySQL, etc. - Security and quality is at the forefront of your mind in everything that you do. - Good knowledge about architecture patterns. - Shipping and maintaining code in production. - Familiar with CI/CD process and tools. - Able to communicate in English. - Good communication, problem-solving, and collaboration skills. - Ability to give/receive feedback and bounce back. - Curious, optimistic, and open-minded. - Comfortable with a remote organization and happy to gather from time to time. Who you'll work with - Messaging Engineering Team - Other Engineering Teams - Product/Design - QA - Management Benefits - 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 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.