Customer Support Operations Lead

Summary

Join HappyCo and become our Customer Support Operations Lead (CSOL), a strategic role focused on improving support efficiency, reducing friction, and enabling faster support delivery. In the first 3–6 months, you will enhance workflows, improve SLA adherence, drive improvements in CSAT and escalation quality, enhance tooling, automate processes, and introduce structured cross-functional reporting. You will lead the operationalization of our BPO support partner, develop a scalable escalation model, optimize workflows across various tools, streamline support processes, and establish structured reporting and feedback systems. You will also own internal knowledge management, maintaining SOPs, QA checklists, and onboarding guides. HappyCo offers a flexible, supportive culture with benefits such as work from anywhere, unlimited vacation time, generous parental leave, competitive pay with stock options, and monthly wellness stipends.

Requirements

• 3–5+ years in Support Operations, Customer Experience, or related SaaS roles
• Proven success onboarding and scaling BPO support teams with structured training and performance management
• Deep experience administering Zendesk (certification a plus); strong knowledge of Jira, Gainsight, Slack workflows
• Proficient in building dashboards and tracking KPIs using Zendesk Explore, Looker, or similar tools
• Demonstrated ability to improve operational performance across CSAT, resolution time, and escalation management
• Strong communication and project management skills; excels in cross-functional execution
• Strategic thinker with a passion for systems, scale, and continuous improvement

Responsibilities

• BPO Management & Enablement Lead the operationalization of our BPO support partner within 12 weeks
• Deliver clear SOPs, QA standards, tooling access, and structured training programs
• Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence
• Escalation Strategy & Quality Improvement Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues
• Reduce preventable escalations by empowering agents with better SOPs, tooling, and clarity
• Improve cross-functional visibility and create actionable insights from high-priority cases
• Tooling Optimization Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight
• Identify opportunities to automate repetitive tasks and improve agent experience
• Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams
• Support Efficiency & SLA Adherence Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target
• Prioritize scalable solutions that remove friction without sacrificing quality
• Reporting & Cross-Functional Feedback Loops Establish structured reporting and feedback systems that uncover root causes and highlight trends
• Translate support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey
• Documentation & Enablement Own internal knowledge management: maintain SOPs, QA checklists, onboarding guides, and enablement resources for L1 and L2 agents to ensure consistency, clarity, and quality across the support experience

Preferred Qualifications

• Thrives in ambiguity and proactively builds clarity
• Focuses on long-term impact over quick wins
• Enables others through systems, not mandates
• Leverages technology and AI to empower people and simplify complexity
• Embraces the challenges and rewards of growing in a scaleup environment

Benefits

• Work from anywhere supported by a flexible company culture
• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay, including stock options
• Monthly stipends to support Wellness and Home Office expenses