Number Operations Team Lead

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. We are recruiting an experienced **Number Operations Team Lead.** ### 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.