The Senior Manager/Director of Customer Support at HappyCo is a pivotal role designed for an innovative leader who aims to transform the customer support experience from the foundational level. This position allows you to assess existing friction points in customer interactions and implement comprehensive solutions to enhance satisfaction and operational efficiency. In the first few months, you will focus on redesigning support systems, developing a high-performing team, and establishing solid feedback loops with other departments to ensure a seamless customer journey. Your expertise will contribute significantly to building a scalable support operation that aligns with the company’s growth objectives.
Key Responsibilities
You will lead the support organization by redesigning systems and processes to create an exceptional customer experience tailored to HappyCo’s needs.
Your role will involve building scalable support operations and developing a high-performing team that consistently exceeds customer expectations.
Strengthening relationships with outsourced support partners will be essential to ensure they align with our operational standards and customer goals.
You will utilize AI tools to streamline customer interactions, improving both the customer experience and operational efficiency across the board.
As a direct report to the VP of Service Operations, you will play a critical role in shaping the future trajectory of our support organization.
Identifying and eliminating operational bottlenecks will be a key focus, ensuring that support systems evolve alongside company growth and customer demands.
Requirements & Qualifications
A minimum of 5 years of experience leading teams in Support, Customer Operations, or Customer Experience roles is essential for this position.
Demonstrated experience in improving, transforming, or scaling a support organization is crucial for the success of this role.
Experience in building processes, operating models, and quality programs from the ground up will be required to enhance support effectiveness.
Strong leadership skills, with a proven track record of developing and nurturing high-performing teams, are necessary for this position.
Exceptional written and verbal communication skills will be vital for effective collaboration across teams and with customers.
Hands-on experience with customer operations platforms such as Zendesk, Jira, or Intercom, as well as AI tools, is highly desirable.
What You’ll Gain
You will gain invaluable experience in leading and transforming customer support operations, a skill highly sought after in the industry.
This role offers the opportunity to enhance your leadership capabilities by building and managing a high-performing team dedicated to customer excellence.
You’ll develop a deep understanding of how to utilize AI in operational settings, a skill that is increasingly becoming essential in customer service.
As you report directly to senior leadership, you will gain insights into strategic decision-making processes within a growing company.
How to Apply
If you are ready to take on this exciting challenge and shape the future of customer support at HappyCo, please submit your application. For more details and to apply, click here: Apply here.
