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. Experience & Background 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. Technical Knowledge 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 Leadership & Communication 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. Analytical & Process Mindset 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. Languages Fluent in English (written and spoken); additional languages are a plus given Aircall's international scope.