Full-Time 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 Make Work Happy!

We’re looking for an experienced Director of Customer Support to join our team.

Responsibilities/Job Duties:

• 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

Required Qualifications & Skills:

• 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

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