Scale Customer Engineer, Southern Market job opportunity at Aircall.

Home Jobs In United States Of America Tag: Customer Experience – 13009 - Onboarding Scale Customer Engineer, Southern Market position at Aircall


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Aircall Scale Customer Engineer, Southern Market
Experience: 3 Years
Pattern: hybrid
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Customer Experience,13009 - Onboarding

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degreeBachelor's (B.Sc.)
loacation Madrid Office, United States Of America
loacation Madrid Office....United States Of America

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: Scale Customer Engineers (SCEs) ensure Aircall’s long-tail and SMB/Core customers onboard successfully, adopt the product quickly, and stay healthy through proactive and reactive engagement. They are the engine behind webinar-led onboarding, proactive telemetry outreach, and quick-turn consulting for Account Managers on an assigned pool of customers. This is a customer-facing, high-volume, high-impact role designed for professionals who are resourceful, clear communicators, strong presenters, and excellent at guiding customers through activation at scale.\nKey Responsibilities:Lead Webinar-Led Onboarding & ActivationYou’ll deliver recurring onboarding webinars for SMB/Core customers — helping them configure Aircall, understand key features, and reach first value quickly. These sessions set the tone for customers’ activation experience and ensure they know how to get started confidently.Provide Reactive 1:1 Onboarding SupportCustomers can book ad-hoc onboarding calls through the product. You’ll assist them with basic configuration, early setup blockers, and best-practice guidance. These short sessions help ensure customers can proceed through activation without friction.Proactively Monitor Portfolio HealthEach week, you’ll review simple health and usage signals to understand where customers may need a quick check-in. Your outreach is targeted and practical that help customers stay on the right track.This work isn’t about volume; it’s about timeliness and clarity. You’re the steady touchpoint that keeps customers moving forward without needing a high-touch engagement.Serve as the First Technical Guide for AMsAccount Managers will often look to you when they need quick clarification on workflows or product configuration. Your role is to provide practical, easy-to-understand explanations that help them move forward with their customers. You are not responsible for deep technical troubleshooting, but you do help interpret how features work in real-world situations and how customers can get the most from them. By offering this kind of clear support, you help AMs deliver a smoother, more confident customer experience from early adoption all the way to renewal discussions.Coordinate Customer Escalations with Structure and CalmA small number of customer issues will require coordinated follow-up between Support, Product, and the AM. In these situations, you help bring clarity and structure. You ensure that updates are consistent, expectations are aligned, and customers remain informed throughout the resolution process. Even though you are not directly resolving the technical issue, you play an important role in maintaining trust and ensuring customers feel supported during more sensitive moments.Collaborate Cross-Functionally & Strengthen the Scaled ExperienceYou’ll work closely with AMs, Support, and Product to make sure customers have a seamless onboarding experience. Because you’re on the front lines of activation and early adoption, you often see where customers get confused, what questions repeat, and which parts of the journey need refinement. You’ll share these insights to help improve playbooks, onboarding content, and customer-facing resources. Your feedback helps shape a scalable, high-quality onboarding motion that remains personal and effective for every customer who goes through it.Qualifications: Competencies & CapabilitiesCustomer OrientationCommunicates with clarity and confidence, adapting easily to different levels of technical familiarity.Comfortable guiding both group onboarding sessions and 1:1 conversations.Focuses on simplifying concepts and helping customers understand how Aircall fits into their daily workflows.Execution ExcellenceHighly organised and able to manage a steady rhythm of sessions, outreach, and follow-upsMaintains excellent documentation and CRM hygiene to ensure team-wide visibility.Follows structured processes reliably while staying adaptable when customer needs shift.Technical Learning AbilityQuick to learn how SaaS products are configured and how integrations work in practice.Comfortable experimenting, testing, and asking the right questions to deepen understanding.Not expected to be an engineer, but confident in translating product knowledge into clear, actionable guidance.Data & Tool FluencyNaturally uses health scores, dashboards, and usage signals to prioritise customers and activities.Proficient with CRMs, onboarding tools, customer success platforms, and webinar tools.Understands how to measure the impact of onboarding and adoption activities across a portfolio.Commercial AwarenessRecognises how strong onboarding and early adoption influence renewal outcomes.Spots early risk signals and shares relevant insights with AMs.Comfortable supporting value conversations with simple, factual adoption context.Collaboration & InfluenceWorks smoothly with AMs, Support, and Product to ensure consistent customer experiences.Shares patterns and insights to improve playbooks, onboarding content, and customer resources.Seen as a positive, constructive partner who elevates the scaled onboarding motion.Qualifications: Experience & Background1–3 years in a customer-facing SaaS role such as Onboarding, Customer Success, Support, or Implementation.Experience interacting with customers regularly — through scheduled meetings, training sessions, webinars, or support conversations.Comfortable managing multiple customers using structured playbooks and clear processes.Confident presenting and facilitating sessions over video in a professional, engaging way.Familiar with day-to-day tools such as CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.\nWhy 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 & benefitsDE&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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