About this role
We are recruiting an experienced NumOps Tech Lead for our Porting Team.
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.
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.
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