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Number Operations Team Lead

Aircall· Customer Experience – 12007 - Porting
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Hybrid (Paris)Permanent Full Time EmployeePosted 4mo ago

About the role

Experienced Number Operations Team Lead needed to lead a telecom operations team within Aircall, focusing on number provisioning, porting, and cross-functional collaboration to support global market launches.

Responsibilities

  • 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.
  • 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.
  • 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.

Qualifications

  • Proven experience in telecommunications operations, number management, or a similar technical ops role, ideally within a SaaS or cloud communications environment.
  • Prior experience in a team lead, senior, or mentoring capacity, with a demonstrated ability to develop and motivate operational teams.
  • Proven track record of managing complex ticket queues and meeting SLA targets in a fast-paced, high-volume environment.
  • Strong understanding of number provisioning, porting processes, and telecom carrier workflows across multiple markets.
  • Familiarity with country-specific telecom regulations and number portability rules (e.g., EU, US, and/or other key markets).
  • Comfortable working with ticketing systems (e.g., Jira, Zendesk, or similar) and operational dashboards to monitor team performance and queue health.
  • Working around regulation requirements to maintain customer compliance around number provisioning and operating ahead regulatipns changes
  • Excellent interpersonal and coaching skills, with experience conducting 1:1s and setting clear team goals.
  • Strong stakeholder communication skills — able to present KPI reports and operational insights clearly to senior leadership.
  • Ability to manage cross-functional relationships with product, engineering, and external carrier/supplier contacts.
  • Data-driven approach to identifying process bottlenecks and implementing scalable improvements.
  • Experience defining and tracking operational KPIs such as porting success rates, provisioning turnaround, and SLA adherence.
  • Proactive in surfacing automation opportunities and tooling improvement needs to engineering and product teams.
  • Fluent in English (written and spoken); additional languages are a plus.

Skills

Required:Team leadershipTelecommunications operationsRegulatory complianceTicketing systems

Benefits

  • Competitive salary package & benefits
  • Work-life balance
  • Fast-learning environment, entrepreneurial and strong team spirit
Last updated Jul 1, 2026. Interested? Apply on the company site.
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