Director Customer Support

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