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
• You’ll 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 custo