Director Customer Support

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy!
We’re looking for an experienced Director of Customer Support to join our team.

Responsibilities/Job Duties:

• Define and implement our customer support strategy in alignment with company goals and customer success initiatives
• Set objectives, KPIs, and SLAs, and ensure team performance meets or exceeds industry standards
• Promote a customer-centric culture focused on improvement and customer satisfaction
• Supervise day-to-day operations of the customer support team, ensuring superior service levels
• Identify areas of improvement, and implement and optimize customer support tools, processes, and workflows to improve KPIs and team performance
• Work closely with Product, Engineering, Sales, Professional Services, and Customer Success teams to ensure high collaboration in service of the customer
• Advocate for customers by identifying and providing feedback on product and process improvements, common support themes
• Elevate the overall efficacy of individuals and teams by implementing comprehensive documentation, self-service resources, and training

Required Qualifications & Skills:

• 7+ years of experience in customer support with 3+ years of experience in a leadership role within a SaaS or technology company
• Proven track record of managing and scaling customer support teams and operations
• Strong knowledge of customer support software and integrations, such as Zendesk, Intercom, Jira, and experience with CRM tools such as Salesforce, Hubspot, others
• Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers
• Analytical skills with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data
• Demonstrated ability to lead, coach, and develop high-performing teams in a comparable environment
• Customer-focused mindset with a passion for delivering an exceptional customer experience

Week by Week - During your first 2-4 weeks you will:

• Get to know our leadership, culture, and values
• Complete our HappyCo orientation and onboarding program
• Onboard with the Customer Support and Engineering teams
• Familiarize yourself with our systems and tools
• Read our favorite industry primers
• Attend your first Company Wide Meeting (monthly)

Week by Week - During your first 1-6 months you will:

• Review and update reporting, metrics and goals for performance of L1 and L2 support teams.
• Identify improvement opportunities in the process and craft plans for action
• Evaluate the performance of L1 and L2 support staff and develop career development and performance goal

Week by Week - During your first 6-12 months you will:

• Identify needs and triggers for ongoing department growth and scaling

What you could expect day-to-day

• Provide hands on leadership and mentoring for Customer Support staff
• Track support KPIs and drive improvement and performance within the team
• Collaborate with Customer Success, Engineering, and others to provide the best experience for our customers
• Work with Support team to resolve difficult escalations and manage customer relationships

What we think you need to be successful

• Experience in managing a high-performing customer support team
• Expertise in reporting, ticketing systems, and analyzing trends and performance metrics
• High collaboration with other department stakeholders
• Unrelenting customer focus and empathy

Keys to optimum happiness at HappyCo

• Pushing forward in ambiguity while striving for clarity
• Prioritizing for sustained impact vs helping in the moment
• Empowering teams instead of enforcing standards
• Leveraging technology to serve humanity in a way that is accessible to all
• Be a proactive contributor to design and research team culture, with a strong growth mindset
• Experience and understanding of early-stage startups and the challenges they face
• Experience within the multifamily residential property industry
• Previous research experience in an Enterprise B2B SaaS context where you've tackled complex workflows and systems

Technologies Used

• Zendesk
• Jira
• Gainsight

About HappyCo Founded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has 3.5M units on its platform and has captured more than 400 million photos.
We’re everyday people with a shared purpose — improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders and everything in between. Together, we’re turning our passions into happier communities!
When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision here!
Our HappyCo CultureHappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our careers page!
We Offer:- 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, including stock options- Monthly stipends to support Wellness and Home Office expenses
Find out more about our US Employee Benefits here!
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes and HappyCo is not responsible for any fees related to unsolicited resumes.