Director Customer Support

About the position

The Director of Customer Support at HappyCo is responsible for defining and implementing the customer support strategy in alignment with company goals and customer success initiatives. This role involves setting objectives, KPIs, and SLAs, ensuring team performance meets industry standards, and promoting a customer-centric culture. The Director will supervise day-to-day operations, identify areas for improvement, and collaborate with various teams to enhance customer satisfaction and service levels.

Responsibilities

• Define and implement customer support strategy in alignment with company goals and customer success initiatives.
• Set objectives, KPIs, and SLAs, ensuring 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 optimize customer support tools, processes, and workflows.
• 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 providing feedback on product and process improvements.
• Implement comprehensive documentation, self-service resources, and training to elevate team efficacy.

Requirements

• 7+ years of experience in customer support with 3+ years 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 like Salesforce and Hubspot.
• 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.

Nice-to-haves

• Experience within the multifamily residential property industry.
• Previous research experience in an Enterprise B2B SaaS context tackling complex workflows and systems.
• Experience and understanding of early-stage startups and the challenges they face.

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.