Scale Customer Engineer, UK Market

Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace. Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder.

Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service. We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.

At Aircall, you’ll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real.

How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you will fit right in.

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.

Key Responsibilities:

• Lead Webinar-Led Onboarding & Activation: You’ll deliver recurring onboarding webinars for SMB/Core customers — helping them configure Aircall, understand key features, and reach first value quickly.
• Provide Reactive 1:1 Onboarding Support: Customers can book ad-hoc onboarding calls through the product. You’ll assist them with basic configuration, early setup blockers, and best-practice guidance.
• Proactively Monitor Portfolio Health: Each week, you’ll review simple health and usage signals to understand where customers may need a quick check-in.
• Serve as the First Technical Guide for AMs: Account Managers will often look to you when they need quick clarification on workflows or product configuration.
• Coordinate Customer Escalations with Structure and Calm: A small number of customer issues will require coordinated follow-up between Support, Product, and the AM.
• Collaborate Cross-Functionally & Strengthen the Scaled Experience: You’ll work closely with AMs, Support, and Product to make sure customers have a seamless onboarding experience.

Qualifications:

Competencies & Capabilities

• Customer Orientation: Communicates with clarity and confidence, adapting easily to different levels of technical familiarity.
• Execution Excellence: Highly organised and able to manage a steady rhythm of sessions, outreach, and follow-ups.
• Technical Learning Ability: Quick to learn how SaaS products are configured and how integrations work in practice.
• Data & Tool Fluency: Naturally uses health scores, dashboards, and usage signals to prioritise customers and activities.
• Commercial Awareness: Recognises how strong onboarding and early adoption influence renewal outcomes.
• Collaboration & Influence: Works smoothly with AMs, Support, and Product to ensure consistent customer experiences.

Experience & Background

• 1–3 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.

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: cosmopolitan & 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.