Scale Customer Engineer, EMEA Market
Aircall is a unicorn, AI‑powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer‑facing teams.
We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.
Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post‑call work, and AI Assist Pro delivers real‑time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.
Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world‑class investors and driven by rapid AI innovation across multiple product lines.
At Aircall, you’ll join a company in motion. We’re ambitious, product‑driven, and execution‑focused, with visible impact, fast decisions, and real growth.
How we work at Aircall
We’re customer‑obsessed, data‑driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast‑moving environment where trust and impact matter, you’ll feel at home here.
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 — Deliver recurring onboarding webinars for SMB/Core customers, helping them configure Aircall, understand key features, and reach first value quickly. These sessions set the tone for customers’ activation experience and ensure they know how to get started confidently.
- Provide Reactive 1:1 Onboarding Support — Assist customers with basic configuration, early setup blockers, and best‑practice guidance during ad‑hoc onboarding calls. These short sessions help ensure customers can proceed through activation without friction.
- Proactively Monitor Portfolio Health — Review simple health and usage signals each week to identify customers who may need a quick check‑in. Targeted outreach keeps customers on the right track.
- Serve as the First Technical Guide for AMs — Provide practical, easy‑to‑understand explanations for Account Managers needing quick clarification on workflows or product configuration. You interpret how features work in real‑world situations, helping AMs deliver a smoother experience from early adoption to renewal discussions.
- Coordinate Customer Escalations with Structure and Calm — Manage follow‑up between Support, Product, and the AM for a small number of customer issues, ensuring updates are consistent, expectations are aligned, and customers remain informed throughout the resolution process.
- Collaborate Cross‑Functionally & Strengthen the Scaled Experience — Work closely with AMs, Support, and Product to ensure a seamless onboarding experience. Share insights to improve playbooks, onboarding content, and customer‑facing resources, shaping a scalable, high‑quality onboarding motion that remains personal and effective for every customer.
Qualifications: Competencies & Capabilities
- Customer Orientation — Communicates with clarity and confidence, adapting easily to different levels of technical familiarity; guides both group onboarding sessions and 1:1 conversations; simplifies concepts to help customers understand how Aircall fits into their daily workflows.
- Execution Excellence — Highly organised, managing a steady rhythm of sessions, outreach, and follow‑ups; maintains excellent documentation and CRM hygiene; follows structured processes reliably while staying adaptable.
- Technical Learning Ability — Learns SaaS configuration and integrations quickly; experiments, tests, and asks the right questions; confidently translates product knowledge into clear, actionable guidance.
- Data & Tool Fluency — Uses health scores, dashboards, and usage signals to prioritise customers and activities; proficient with CRMs, onboarding tools, customer success platforms, and webinar tools; measures the impact of onboarding and adoption activities across a portfolio.
- Commercial Awareness — Recognises how strong onboarding and early adoption influence renewal outcomes; spots early risk signals and shares relevant insights with AMs; supports value conversations with simple, factual adoption context.
- Collaboration & Influence — Works smoothly with AMs, Support, and Product to ensure consistent customer experiences; shares patterns and insights to improve playbooks, onboarding content, and customer resources; seen as a positive, constructive partner who elevates the scaled onboarding motion.
Qualifications: 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.