About the Role
Title: Director Customer Support
Location: Remote (USA)
Type: Full-Time
Workplace: remote
Category: Engineering
Job Description:
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’re looking for an experienced Director of Customer Support to join our team.
Responsibilities/Job Duties:
- Define and implement our customer support strategy in alignment with company goals and customer success initiatives
- Set objectives, KPIs, and SLAs, and ensure team performance meets or exceeds industry standards
- Promote a customer-centric culture focused on improvement and customer satisfaction
- Supervise day-to-day operations of the customer support team, ensuring superior service levels
- Identify areas of improvement, and implement and optimize customer support tools, processes, and workflows to improve KPIs and team performance
- Work closely with Product, Engineering, Sales, Professional Services, and Customer Success teams to ensure high collaboration in service of the customer
- Advocate for customers by identifying and providing feedback on product and process improvements, common support themes
- Elevate the overall efficacy of individuals and teams by implementing comprehensive documentation, self-service resources, and training
Required Qualifications & Skills:
- 7+ years of experience in customer support with 3+ years of experience in a leadership role within a SaaS or technology company
- Proven track record of managing and scaling customer support teams and operations
- Strong knowledge of customer support software and integrations, such as Zendesk, Intercom, Jira, and experience with CRM tools such as Salesforce, Hubspot, others
- Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers
- Analytical skills with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data
- Demonstrated ability to lead, coach, and develop high-performing teams in a comparable environment
- Customer-focused mindset with a passion for delivering an exceptional customer experience
Week by Week – During your first 2-4 weeks you will:
- Get to know our leadership, culture, and values
- Complete our HappyCo orientation and onboarding program
- Onboard with the Customer Support and Engineering teams
- Familiarize yourself with our systems and tools
- Read our favorite industry primers
- Attend your first Company Wide Meeting (monthly)
Week by Week – During your first 1-6 months you will:
- Review and update reporting, metrics and goals for performance of L1 and L2 support teams.
- Identify improvement opportunities in the process and craft plans for action
- Evaluate the performance of L1 and L2 support staff and develop career development and performance goal
Week by Week – During your first 6-12 months you will:
- Identify needs and triggers for ongoing department growth and scaling
What you could expect day-to-day
- Provide hands on leadership and mentoring for Customer Support staff
- Track support KPIs and drive improvement and performance within the team
- Collaborate with Customer Success, Engineering, and others to provide the best experience for our customers
- Work with Support team to resolve difficult escalations and manage customer relationships
What we think you need to be successful
- Experience in managing a high-performing customer support team
- Expertise in reporting, ticketing systems, and analyzing trends and performance metrics
- High collaboration with other department stakeholders
- Unrelenting customer focus and empathy
Keys to optimum happiness at HappyCo
- Pushing forward in ambiguity while striving for clarity
- Prioritizing for sustained impact vs helping in the moment
- Empowering teams instead of enforcing standards
- Leveraging technology to serve humanity in a way that is accessible to all
- Be a proactive contributor to design and research team culture, with a strong growth mindset
- Experience and understanding of early-stage startups and the challenges they face
- Experience within the multifamily residential property industry
- Previous research experience in an Enterprise B2B SaaS context where you’ve tackled complex workflows and systems
Technologies Used
- Zendesk
- Jira
- Gainsight