HappyCo

Customer Support Operations Lead

Remote

Full Time

#Support

#Zendesk

#Jira

#Gainsight

#Slack

#AI

#KPI Tracking

HappyCo is looking for a Customer Support Operations Lead

Full Time Lead Remote Support Zendesk Jira Gainsight Slack AI KPI Tracking English Remote work

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 are seeking a strategic and systems-oriented Customer Support Operations Lead (CSOL) to join our team. This high-impact role is focused on reducing friction, improving escalation outcomes, and enabling faster, more consistent support delivery as HappyCo grows. In your first 3–6 months, you will improve support efficiency through better workflows and SLA adherence, and drive measurable improvements in CSAT and escalation quality. You will also enhance tooling, automate processes, and introduce structured cross-functional reporting that informs Product and Success strategy.

Key Responsibilities

BPO Management & Enablement Lead the operationalization of our BPO support partner within 12 weeks. Deliver clear SOPs, QA standards, tooling access, and structured training programs. Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence.

Escalation Strategy & Quality Improvement Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues. Reduce preventable escalations through proactive tooling and AI-assisted insights that guide agents in real time, and ensure high-quality resolution for complex issues through smarter prioritization and routing. Improve cross-functional visibility and create actionable insights from high-priority cases.

Tooling Optimization Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight. Identify and implement AI-powered solutions (e.g., triage bots, smart routing, automated tagging) to reduce manual work, improve agent experience, and enable faster, higher-quality resolutions. Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams.

Support Efficiency & SLA Adherence Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target. Prioritize scalable solutions that remove friction without sacrificing quality.

Reporting & Cross-Functional Feedback Loops Leverage AI-driven analytics to surface trends, root causes, and customer sentiment—enabling faster, more actionable feedback loops with Product, Engineering, and Success. Translate support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey.

Documentation & Enablement Own internal knowledge management. Enhance and maintain internal documentation and agent enablement resources using AI-assisted tooling to keep content accurate, searchable, and context-aware.

Required Qualifications

3–5+ years in Support Operations, Customer Experience, or related SaaS roles

Proven success onboarding and scaling BPO support teams with structured training and performance management

Deep experience administering Zendesk (certification a plus); strong knowledge of Jira, Gainsight, Slack workflows

Proficient in building dashboards and tracking KPIs using Zendesk Explore, Looker, or similar tools

Demonstrated ability to improve operational performance across CSAT, resolution time, and escalation management

Strong communication and project management skills; excels in cross-functional execution

Strategic thinker with a passion for systems, scale, and continuous improvement

Keys to optimum happiness at HappyCo

Thrives in ambiguity and proactively builds clarity

Focuses on long-term impact over quick wins

Enables others through systems, not mandates

Leverages technology and AI to empower people and simplify complexity

Embraces the challenges and rewards of growing in a scaleup environment

#LI-Remote

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 more than 5 million units on its platform.

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 Culture & Values

HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that lets 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 Glassdoor page and our careers page!

HappyCo’s culture is driven by our core values of Make Happiness, Stronger Together, Get Good Sh*t Done, Look Outward First and Kaizen - sounds great, right, but what does this mean for you?

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

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Customer Support Operations Lead at HappyCo