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- Tasks: Lead engaging onboarding sessions and support customers in using our innovative platform.
- Company: Join Aircall, a fast-growing unicorn redefining customer communications with AI.
- Benefits: Enjoy competitive salary, work-life balance, and a vibrant multicultural team.
- Why this job: Be part of a dynamic team making a real impact in customer success.
- Qualifications: 1-3 years in customer-facing roles; strong communication and organisational skills required.
- Other info: Opportunities for growth in a fast-paced, entrepreneurial environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
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.
Scale Customer Engineer, UK Market - London employer: Hard Yaka
Contact Detail:
Hard Yaka Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scale Customer Engineer, UK Market - London
✨Tip Number 1
Get to know Aircall inside out! Familiarise yourself with their products and how they help customers. This will not only boost your confidence during interviews but also show that you're genuinely interested in the role.
✨Tip Number 2
Practice your presentation skills! As a Scale Customer Engineer, you'll be leading webinars and onboarding sessions. Try rehearsing in front of friends or family to get comfortable with explaining complex concepts clearly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn, join relevant groups, and engage in discussions about customer success and SaaS. This can give you insider tips and might even lead to referrals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Aircall team. Don’t miss out on this opportunity!
We think you need these skills to ace Scale Customer Engineer, UK Market - London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Scale Customer Engineer role. Highlight your experience in customer-facing SaaS roles and how it aligns with Aircall's mission of helping teams work smarter, not harder.
Showcase Your Communication Skills: Since this role involves guiding customers through onboarding, it's crucial to demonstrate your clear communication style. Use examples from your past experiences where you successfully explained complex concepts to customers or colleagues.
Highlight Your Technical Savvy: Even if you're not an engineer, show that you can quickly learn about SaaS products and their configurations. Mention any relevant tools or platforms you've used, and how you’ve helped customers adopt technology effectively.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves, and you can easily keep track of your application status!
How to prepare for a job interview at Hard Yaka
✨Know Your Product Inside Out
Before the interview, make sure you understand Aircall's platform and its features. Familiarise yourself with how the AI Voice Agent works and how it can benefit customer-facing teams. This knowledge will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Prepare for Customer Scenarios
Think about potential customer scenarios you might encounter as a Scale Customer Engineer. Prepare examples of how you would guide customers through onboarding or troubleshoot common issues. This will show your problem-solving skills and your ability to communicate effectively with clients.
✨Showcase Your Communication Skills
Since this role involves leading webinars and providing 1:1 support, practice your presentation skills. Be ready to explain complex concepts in simple terms. You might even want to do a mock webinar with a friend to get comfortable with the format and receive feedback.
✨Demonstrate Your Collaborative Spirit
Aircall values collaboration, so be prepared to discuss how you've worked with cross-functional teams in the past. Share specific examples of how you’ve contributed to team success and how you can bring that collaborative mindset to the Scale Customer Engineer role.
