Customer Support Operations Lead at HappyCo

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.