[Hiring] Senior Manager/Director of Customer Support @HappyCo

Role Description

We're looking for a Senior Manager/Director of Support who wants to build something—not just inherit it. This isn't a role for someone who's happiest keeping the trains running. It's for someone who sees friction, asks why it exists, and fixes it at the root.

• Lead our support organization while redesigning the systems, processes, tooling, and operating rhythms that create an exceptional customer experience.
• Build scalable support operations, develop a high-performing team, strengthen our relationship with our outsourced support partner, and create tight feedback loops with Product, Engineering, Customer Success, and Professional Services.
• Bring a high agency mindset—spotting opportunities, bringing solutions, and leaving every system better than found.
• Utilize AI as a practical tool to improve both customer experience and operational efficiency.
• Report directly to the VP of Service Operations and shape the future of our support organization from the ground up.

Qualifications

• 5+ years of experience leading Support, Customer Operations, Customer Experience, or Service Operations teams.
• Demonstrated experience improving, transforming, or scaling a support organization.
• Experience building processes, operating models, playbooks, or quality programs from the ground up.
• Strong leadership experience with a track record of developing high-performing teams.
• Exceptional written and verbal communication skills.
• Strong analytical skills with the ability to turn operational data into actionable improvements.
• Experience managing outsourced support vendors or BPO relationships.
• Experience with Zendesk, Jira, Gainsight, Intercom, or similar customer operations platforms.
• Hands-on experience using AI tools to improve productivity, workflows, reporting, or customer operations.

Requirements

• Build the Support Organization:
• Design and continuously improve how Support operates.
• Build scalable processes, playbooks, quality standards, and operating rhythms.
• Create systems that enable consistent, high-quality customer experiences.
• Identify operational bottlenecks and eliminate them.
• Build an organization that scales alongside company growth.
• Lead the Team:
• Lead, coach, and develop a high-performing technical support team.
• Build a culture rooted in ownership, accountability, customer empathy, and continuous improvement.
• Set clear expectations and provide consistent coaching and feedback.
• Recruit, develop, and retain exceptional talent.
• Deliver Operational Excellence:
• Own the day-to-day performance of the support organization.
• Define, monitor, and improve key operational metrics including response times, resolution quality, customer satisfaction, backlog health, and productivity.
• Ensure customers receive proactive, timely communication throughout the lifecycle of every issue.
• Drive operational consistency through documentation, quality assurance, and continuous process improvement.
• Improve the Customer Experience:
• Design support experiences that reduce customer effort and build trust.
• Develop clear escalation frameworks that provide predictable outcomes during complex situations.
• Turn recurring issues into permanent improvements instead of repeated firefighting.
• Continuously identify opportunities to make support faster, easier, and more proactive.
• Drive Cross-Functional Improvement:
• Partner closely with Product, Engineering, Customer Success, Professional Services, and Operations.
• Surface customer trends and product insights through support data.
• Improve cross-functional workflows, handoffs, and communication.
• Advocate for customer needs while balancing business priorities.
• Lead Vendor Operations:
• Own the performance of our outsourced support partner.
• Define quality standards, workflows, training, reporting, and operational expectations.
• Hold partners accountable through measurable outcomes and continuous improvement.
• Build a seamless experience between internal and external support teams.
• Build with AI:
• Identify opportunities to automate repetitive work across the support organization.
• Leverage AI to improve team productivity, customer experience, reporting, and operational efficiency.
• Champion thoughtful AI adoption across the team.
• Stay current on emerging tools and continuously improve how work gets done.

Benefits

• Work from anywhere supported by a flexible company culture.
• Opportunity to work for one of the fastest-growing technology companies in the PropTech industry.
• Unlimited vacation time.
• Generous paid parental leave.
• Competitive and equitable pay.
• Monthly stipends to support Wellness and Home Office expenses.