Director Customer Support

 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