Number Operations Team Lead

Aircall is a unicorn building AI-powered customer communications used by more than 22,000 companies worldwide to grow revenue, shorten resolution times, and scale customer-facing teams. The platform combines voice, SMS, WhatsApp, and AI into one connected workspace.

Aircall is headquartered in Paris, with a North American hub in Seattle, and teams across Madrid, London, Berlin, San Francisco, New York, Sydney, and Mexico City. The business is scaling rapidly as AI-driven features push product innovation, and it is looking to add a Number Operations Team Lead to the Paris team to help manage that growth.

The role is based in Paris and works onsite on a full-time basis. It’s a great fit for someone with telecom operations know-how, leadership chops, and a practical, collaborative approach to helping a fast-growing platform manage numbers and regulatory demands across markets.

Guiding the numbers operations crew in Paris

In this position you’ll direct and develop the Number Operations team, setting clear goals, holding regular one-on-one sessions, and building a culture of accountability and continuous improvement. You’ll keep an eye on workload and queue health, ensuring tickets are distributed fairly and service levels stay on target. You’ll define key operational metrics, such as porting success rates, provisioning turnaround, and SLA adherence, and you’ll share regular updates with senior stakeholders while spotting opportunities to streamline processes so the team can scale as Aircall enters new markets.

On a day-to-day basis you’ll handle your own slice of the ticket queue, including number provisioning, porting requests, inventory management, and related customer or internal inquiries. You’ll back the team on more complex tickets that require senior judgment, and you’ll keep visibility of the queue’s status for everyone involved. You’ll also ensure compliance with country telecom regulations, number portability rules, and carrier documentation across key markets.

Cross-functional collaboration is a core part of the job. You’ll partner with the Technical Lead to manage escalations, bugs, and training needs, and you’ll maintain ongoing carrier and supplier relationships to support commercial discussions and escalations beyond daily technical exchanges. You’ll work with product and engineering to provide operational input on tooling, automation opportunities, and new market launches.

What you’ll bring to the team

• Proven experience in telecommunications operations, number management, or a similar technical operations role, ideally in a SaaS or cloud communications environment.
• Past leadership or mentoring roles with a track record of developing and motivating operational teams.
• A demonstrated ability to manage complex ticket queues and meet SLA targets in a high-volume setting.
• Strong knowledge of number provisioning, porting processes, and carrier workflows across multiple markets.
• Familiarity with country-specific telecom regulations and number portability rules for EU, US, or other key markets.
• Comfort working with ticketing systems (such as Jira or Zendesk) and with operational dashboards to monitor performance and queue health.
• Experience navigating regulatory requirements to keep customers compliant around provisioning and to stay ahead of rule changes.
• Excellent interpersonal skills, coaching ability, and experience running 1:1s with clear goal setting.
• Effective stakeholder communication, with the ability to present KPI results and operational insights to senior leadership.
• A track record of collaborating across product, engineering, and external carrier or supplier contacts.
• Data-driven mindset with a talent for identifying bottlenecks and proposing scalable improvements; experience defining and tracking KPIs such as porting success rates, provisioning turnaround, and SLA adherence.
• Fluent in English (written and spoken); additional languages are a plus given Aircall's international scope.

Compensation, benefits and logistics

The role comes with a competitive salary package and benefits. It’s based in Paris, France and is a full-time onsite position.

Advice for applicants

Lead your resume with concrete examples of telecom operations or number-management leadership, highlighting how you steered provisioning or porting across multiple markets and drove improvements in SLA performance or turnaround times.

When you describe your experience, back claims about the must-haves with specific past work: a time you managed a busy queue, a project that reduced errors in provisioning, and an instance where you navigated regulatory requirements across markets. Include quantified results wherever possible.

Be prepared to discuss cross-functional collaboration in detail: share stories of working with a Technical Lead on escalations, partnering with product and engineering on tooling or automation, and managing relationships with carriers or suppliers for commercial or escalation work.

Smart questions to ask include how the team handles upcoming market launches and regulatory changes, and what KPI targets they use for porting, provisioning, and SLA performance.