Full-Time Customer Support Operations Lead
HappyCo is hiring a remote Full-Time Customer Support Operations Lead. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
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HappyCo
Job Title
Customer Support Operations Lead
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
USA
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Job Details
HappyCo is seeking a strategic and systems-oriented Customer Support Operations Lead (CSOL) to join our team. This high-impact role is focused on reducing friction, improving escalation outcomes, and enabling faster, more consistent support delivery as HappyCo grows.
Key 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.
- 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.
- 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.
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Customer Support Operations Lead at HappyCo is
1st of August 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
USA
] applicants. .
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