HappyCo
Director of Customer Support
Remote
Full Time
#Engineering
#Customer Support
#Zendesk
#Jira
#Salesforce
#Intercom
HappyCo is looking for a Director of Customer Support
Full TimeDirectorRemoteEngineeringCustomer SupportZendeskJiraSalesforceIntercomEnglishRemote workUnlimited vacationStock optionsWellness programs
At HappyCo, we build mobile and cloud solutions that provide real-time property data to the multifamily industry. With over 3.5 million units on our platform, we are dedicated to helping property managers improve operations and build better experiences for their residents. We are looking for an experienced Director of Customer Support to join our remote team and help us continue to make work happy.
Responsibilities
- Define and implement a comprehensive support strategy that aligns with our broader company goals and customer success initiatives.
- Establish clear objectives, KPIs, and SLAs to ensure our team consistently meets or exceeds industry standards.
- Oversee daily operations and provide hands-on leadership, mentorship, and career development for our support staff.
- Collaborate closely with our Product, Engineering, Sales, and Professional Services teams to advocate for our customers and drive product improvements.
- Optimize our support workflows, tools, and documentation to improve overall team efficiency and the customer experience.
- Analyze support metrics and trends to identify areas for growth and process refinement.
Must-haves
- At least 7 years of experience in customer support, including 3 or more years in a leadership role within a SaaS or technology company.
- A proven track record of successfully managing and scaling customer support operations.
- Strong proficiency with support software and integrations, specifically Zendesk, Intercom, and Jira.
- Experience using CRM tools such as Salesforce or Hubspot.
- Excellent interpersonal and communication skills with the ability to build strong relationships across departments.
- Analytical expertise in producing and interpreting support data, reports, and performance metrics.
- A customer-focused mindset and a passion for delivering exceptional service.
- Fluency in English.
Nice-to-haves
- Experience working within the multifamily residential property industry.
- Background in early-stage startups and an understanding of the unique challenges they present.
- Previous research experience in an Enterprise B2B SaaS context involving complex workflows.
Benefits
- Fully remote work environment with a flexible company culture.
- Unlimited vacation time.
- Stock options.
- Wellness programs, including monthly stipends for wellness and home office expenses.
- Generous paid parental leave.
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