Team Lead, Product Enablement & Education
Aircall · Sydney, Australia · 7mo ago
Staff / Lead / PrincipalHybridSoftware Engineering
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.
As Aircall continues its transition from a multi-product company to an AI-first platform, product complexity and expectations around value articulation are increasing for both sellers and buyers. Ensuring deep product understanding—across Core, Integrations, and AI—is now critical to driving adoption and growth.
To support this shift, we are investing further in our Product Enablement motion by hiring a Product Enablement & Education Team Lead to own the end-to-end Product Enablement motion across buyers and sellers, both strategically and operationally. This role combines team leadership, operating model ownership, and hands-on contribution to high-impact enablement and education initiatives. The role is central to ensuring our teams and customers can confidently understand, adopt, and articulate the full value of the Aircall platform and our AI suite of products.
Responsibilities:
- Team Leadership & Cross-Functional Ownership
- Operational Execution & Enablement Delivery
- Lead, coach, and develop Product Enablement and Customer Education Specialists, setting clear priorities, standards, and ways of working.
- Own & define the roadmap across seller & buyer enablement (certifications, GTM Kits, demos, internal programs, Aircall Learning Lab & Knowledge Base content strategy), ensuring enablement is mapped to release calendars.
- Define and evolve the Product Enablement operating model across processes, tooling, and rituals to support customers as well as Sales and Support teams.
- Act as the primary enablement counterpart to Product and Product Marketing, ensuring tight alignment between product strategy, launches, and enablement execution.
- Partner closely with Customer Marketing to ensure product enablement and education are integrated into customer-facing communications, including webinars and campaigns.
- Own the strategy, structure, and governance of the Aircall Learning Lab and Knowledge Base, ensuring content quality and relevance for our customers, with the support of the Customer Education Specialist.
- Develop an intentional content strategy and framework to allow optimized content ingestion by AI (e.g. Aircall AI Chat or Aircall AI Agent).
- Continuously optimize the customer onboarding learning journey in the Aircall Learning Lab in collaboration with Small Business leadership, enabling scalable, self-service onboarding for 1–10 user accounts.
- Design and deliver strategic courses for Tier 1 product launches within the Aircall Learning Lab.
- Contribute hands-on to strategic enablement initiatives when needed, particularly for priority launches or high-impact programs.
Qualifications :
- Deep expertise of the Aircall product portfolio, including Core, Integrations, and AI capabilities, with a proven ability to translate complex product concepts into clear, actionable enablement for different audiences.
- Demonstrated experience supporting or enabling GTM teams, customers, or partners within Aircall.
- Prior exposure to Product Enablement, Sales Enablement, Customer Education, Product Marketing, or Customer Success motions.
- Skilled in instructional design and content creation, developing learning materials, playbooks, and enablement resources tailored to diverse audiences and learning styles.
- Experience independently leading cross-functional initiatives, collaborating closely with Product, PMM, and Customer Marketing teams to drive impactful projects from strategy to execution.
- Comfortable taking ownership of both strategy and execution, effectively balancing big-picture thinking with hands-on implementationStrong communication and facilitation skills, with the ability to explain complex product and AI concepts to diverse audiences.
- Highly organized and adaptable, able to manage multiple priorities simultaneously, and comfortable thriving in an ever-changing, fast-paced environment
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
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.