Scale Customer Engineer, Southern Market - Paris

Overview

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.

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 Customers can book ad-hoc onboarding calls through the product. You’ll assist them with basic configuration, early setup blockers, and best-practice guidance. These short sessions help ensure customers can proceed through activation without friction.
• Proactively Monitor Portfolio Health Each week, you’ll review simple health and usage signals to understand where customers may need a quick check-in. Your outreach is targeted and practical that help customers stay on the right track. This work is about timeliness and clarity; you’re the steady touchpoint that keeps customers moving forward without high-touch engagement.
• 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. Provide practical, easy-to-understand explanations that help them move forward with their customers. You are not responsible for deep technical troubleshooting, but you help interpret how features work in real-world situations and how customers can get the most from them. This supports a smoother customer experience from early adoption to renewal discussions.
• Coordinate Customer Escalations with Structure and Calm A small number of issues require coordinated follow-up between Support, Product, and the AM. You bring clarity and structure, ensure updates are consistent, expectations are aligned, and customers remain informed throughout the resolution process. You play an important role in maintaining trust during sensitive moments.
• Collaborate Cross-Functionally & Strengthen the Scaled Experience Work with AMs, Support, and Product to ensure a seamless onboarding experience. Share insights to improve playbooks, onboarding content, and customer-facing resources. Help shape 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 to different levels of technical familiarity; comfortable guiding both group onboarding sessions and 1:1 conversations; focuses on simplifying concepts and helping customers understand how Aircall fits into their daily workflows.
• Execution Excellence Highly organized and able to manage a steady rhythm of sessions, outreach, and follow-ups; maintains excellent documentation and CRM hygiene; follows structured processes while staying adaptable.
• Technical Learning Ability Quick to learn how SaaS products are configured and how integrations work; comfortable experimenting, testing, and asking questions to deepen understanding; not expected to be an engineer, but able to translate product knowledge into clear guidance.
• Data & Tool Fluency Uses health scores, dashboards, and usage signals to prioritize customers; proficient with CRMs, onboarding tools, CS platforms, and webinar tools; understands measuring impact of onboarding and adoption.
• Commercial Awareness Recognises how onboarding and early adoption influence renewal outcomes; spots early risk signals and shares relevant insights with AMs; comfortable supporting value conversations with adoption context.
• Collaboration & Influence Works with AMs, Support, and Product to ensure consistent experiences; shares patterns to improve playbooks and resources; seen as a positive 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, CS platforms, and virtual meeting tools.
• Motivated by helping customers adopt technology successfully and eager to grow skills in scaled CS and technical enablement.
• Fluent French and English.

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: cosmopolite & multi-cultural mindset.

Competitive salary package & benefits.

DEI Statement:

At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We promote active inclusion within our business to foster a strong sense of belonging for all. We’re committed to ensuring that everyone has equal opportunities to develop and thrive. We will challenge ourselves to live up to our ambitions around diversity, equity and inclusion and keep this conversation open. We understand there is more to do and much to learn.

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