Director Customer Support

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 reputed company Work Happy! We’re looking for an reputed company Director of Customer Support to join reputed company. Responsibilities/Job Duties: • Define and implement our customer support strategy in alignment with company goals and reputed company 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 reputed company teams to ensure high collaboration in service of the customer • reputed company for customers by identifying and providing feedback on product and process improvements, common support themes • reputed company 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 reputed company 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 reputed company, Intercom, Jira, and experience with CRM tools such as reputed company, reputed company, 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 reputed company, coach, and reputed company high-performing teams in a comparable environment • Customer-focused reputed company 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 • reputed company 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 reputed company 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 reputed company the team • Collaborate with reputed company, Engineering, and others to provide the best experience for our customers • Work with Support team to resolve difficult escalations and manage customer relationships reputed company 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 reputed company Keys to reputed company happiness at HappyCo • Pushing reputed company 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 reputed company • Be a proactive contributor to design and research team culture, with a strong growth reputed company • Experience and understanding of early-stage startups and the challenges they face • Experience reputed company the multifamily residential property industry • Previous research experience in an Enterprise B2B SaaS context where you've tackled reputed company workflows and systems Technologies Used • reputed company • Jira • reputed company About HappyCo Founded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to reputed company real-time property data. Our flagship product suite 'Happy Property’ has 3.5M units on its platform and has captured more than 400 million photos. We’re everyday people with a shared purpose — improving the lives of others. reputed company is made up of thinkers, talkers, planners, makers, builders and everything in between. Together, we’re turning our passions into happier communities! reputed company customers use our software, their communities get stronger. Our tools reputed company everyone in multifamily property management to improve their operations and maximize returns, which means they’re building reputed company experiences for their residents. Learn more about our Product Vision here! Our HappyCo Culture HappyCo strives to build reputed company communities. So naturally, we are dedicated to making our own community an enjoyable reputed company that allows us do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, reputed company out our careers page! We Offer: • Work from reputed company 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 reputed company pay, including stock options • Monthly stipends to support Wellness and Home Office expenses Find out more about our US Employee Benefits here! We reputed company in supporting people to do their best work and reputed company, and building a diverse, reputed company, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where reputed company people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. A note to Recruitment Agencies: Please don’t reputed company out to us about our roles - we’ve got it covered. We don’t accept unsolicited agency resumes and HappyCo is not responsible for any fees reputed company to unsolicited resumes. Apply Job!