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Senior Manager of Customer Support

1 week, 4 days ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
JIRA
Apply Now
HappyCo

HappyCo

HappyCo provides an AI-powered platform designed to centralize and optimize maintenance operations for multifamily properties, enabling real-time inspection, monitoring, and management of business assets to enhance resident satisfaction and operational...

Professional Services
51-250
Founded 2012
$12M raised
View All Jobs 11

Description

  • Design and continuously improve how the support organization operates.
  • Build scalable processes, playbooks, quality standards, and operating rhythms.
  • Lead, coach, and develop a high-performing technical support team.
  • Own day-to-day support performance and operational metrics such as response times, resolution quality, customer satisfaction, backlog health, and productivity.
  • Design support experiences and escalation frameworks that reduce customer effort and improve outcomes.
  • Partner with Product, Engineering, Customer Success, Professional Services, and Operations on cross-functional workflows and customer feedback loops.
  • Own and improve the performance of the outsourced support partner.
  • Use AI to automate repetitive work and improve productivity, reporting, and operational efficiency.

Requirements

  • 5+ years of experience leading Support, Customer Operations, Customer Experience, or Service Operations teams.
  • Experience improving, transforming, or scaling a support organization.
  • Experience building processes, operating models, playbooks, or quality programs from the ground up.
  • Strong leadership experience with a track record of developing high-performing teams.
  • Exceptional written and verbal communication skills.
  • Strong analytical skills with the ability to turn operational data into actionable improvements.
  • Experience managing outsourced support vendors or BPO relationships.
  • Experience with Zendesk, Jira, Gainsight, Intercom, or similar customer operations platforms.
  • Hands-on experience using AI tools to improve productivity, workflows, reporting, or customer operations.

Benefits

  • Work from anywhere with a flexible company culture.
  • Unlimited vacation time.
  • Generous paid parental leave.
  • Competitive and equitable pay.
  • Monthly stipends for wellness and home office expenses.
  • Opportunity to work for a fast-growing PropTech company.
  • Inclusive, supportive culture with reasonable accommodations for qualified individuals with disabilities and disabled veterans.

Interested in this position?

Apply directly on the company website

Apply Now

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