Customer Support Operations Lead
Remote
Full Time
#Support
#Zendesk
#Jira
#Gainsight
#Slack
#AI
#KPI Tracking
At HappyCo, we are on a mission to improve lives by building mobile and cloud solutions that provide real-time property data. With over 5 million units on our platform, we help multifamily property management teams maximize returns and build stronger communities. We pride ourselves on a culture free of egos and politics, where you can grow your career alongside like-minded people who value flexibility and support. If you want to help us make work happy, we would love to meet you.
Role at a glance
We are looking for a strategic Customer Support Operations Lead to join our team on a full-time basis. This is a remote position open to candidates anywhere, and we are seeking someone with lead-level experience to help us scale our support infrastructure and improve our service delivery.
Your impact
- Manage and enable our BPO support partner by establishing clear SOPs, quality standards, and training programs to drive performance metrics like first contact resolution.
- Design a scalable escalation model that uses AI-assisted insights to prioritize complex issues and reduce friction for our customers.
- Optimize our support tech stack, including Zendesk, Jira, Slack, and Gainsight, while implementing AI-powered solutions to automate manual tasks and surface actionable KPIs.
What you'll need
To be successful in this role, you should be a strategic thinker who is comfortable navigating ambiguity and leveraging technology to simplify complex processes. You will need:
- 3 to 5+ years of experience in Support Operations, Customer Experience, or similar SaaS environments.
- Proven success in scaling BPO teams through structured performance management and training.
- Deep administrative expertise in Zendesk, along with strong proficiency in Jira, Gainsight, and Slack.
- A strong background in KPI tracking and building dashboards to inform cross-functional strategy.
- Excellent communication skills and the ability to translate support data into actionable feedback for Product and Engineering teams.
- Fluency in English.
Perks and compensation
We are dedicated to building an inclusive, supportive environment where every team member can thrive. Perks for this role include:
- The flexibility of remote work.
- Opportunities to work within a values-driven, collaborative scaleup environment.
- Access to a culture that prioritizes professional growth and continuous improvement.
