Number Operations Team Lead

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.