Customer Support specialist, English+Italian

Job description

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. ## About the role We are looking for an **English+Italian speaking** **Customer Support Specialist** to join our Customer Support team, working remotely from Portugal. As a Customer Support Specialist, you'll be one of the main points of contact for Aircall customers, helping them get the most value from our product while providing an outstanding support experience. You'll work closely with customers to understand their questions, investigate issues, provide clear solutions and escalate more complex cases when needed. Your interactions will have a direct impact on our customers' ability to run their businesses successfully, making you an important part of the Aircall customer experience. You'll also collaborate closely with our global Customer Support team and partner with teams such as Technical Support, Customer Success, Product and Engineering. ## Your responsibilities - Support Aircall customers across different channels, helping them resolve product, account and technical questions. - Investigate customer issues, identify root causes and provide clear and effective solutions. - Guide customers through Aircall features, functionalities and best practices. - Troubleshoot issues related to calling, users, numbers, integrations and general product configuration. - Escalate complex technical cases to the appropriate internal teams while ensuring clear communication and follow-up. - Own customer cases from initial contact through resolution, providing a high-quality and empathetic customer experience. - Work closely with Technical Support, Product, Engineering and Customer Success to resolve customer issues efficiently. - Identify recurring customer pain points and share feedback to help improve our product, processes and documentation. - Contribute to our internal knowledge base and help the wider Support team continuously improve. - Manage and prioritize multiple customer requests while meeting our service and quality standards. ## What we're looking for - Fluency in English and Italian are mandatory (C1/C2 or native-level) - Ideally 1+ year of experience in Customer Support, preferably within a SaaS, B2B or technology environment. - Excellent written and verbal communication skills. - Strong customer orientation and the ability to communicate with empathy, patience and clarity. - Comfortable working with ticketing and customer support tools. - Familiarity with CRM systems and SaaS products is a plus. - Good technical aptitude and curiosity to understand how software products work. - Strong problem-solving and troubleshooting skills. - Ability to prioritize, manage your time effectively and handle multiple customer conversations simultaneously. - Comfortable working independently in a remote environment while collaborating with an international team. - Curiosity, adaptability and a willingness to continuously learn. - Additional European languages are a plus. ## How you'll succeed You'll thrive in this role if you genuinely enjoy helping customers, are curious about technology and like solving problems. You're comfortable digging into an issue rather than simply providing a quick answer, and you know how to translate technical concepts into simple, understandable language. You're organized, proactive and able to balance speed with quality — while making sure customers always feel heard and supported. **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.](https://aircall.io/candidate-privacy-notice/) 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.