Director, Customer Support

Summary

Join HappyCo, a values-driven company with a flexible and supportive culture, as their experienced Director of Customer Support. You will define and implement the customer support strategy, supervise the team, and ensure superior service levels. The role requires 7+ years of experience in customer support, including 3+ years in a leadership role within a SaaS or technology company. You'll need strong knowledge of customer support software and excellent communication skills. HappyCo offers a remote work option, unlimited vacation time, generous parental leave, competitive pay with stock options, and monthly wellness stipends.

Requirements

• 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

Responsibilities

• 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
• 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
• Identify needs and triggers for ongoing department growth and scaling
• 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

Preferred Qualifications

• 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
• 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

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