Senior Manager/Director Support

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🕒 Julho 23

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HappyCo

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2011

☁️ SaaS

🏠 Imobiliário

💰 $52.000.000 Venture Round em 2022-01

SaaS • Real Estate

A HappyCo é uma empresa de tecnologia especializada em soluções de gestão imobiliária sob medida para propriedades Multifamily. Oferece software que otimiza operações como manutenção, gestão de locações e gestão de ativos, integrando inteligência artificial para ampliar a eficiência e a satisfação dos residentes. A HappyCo visa centralizar e padronizar as operações imobiliárias, oferecendo ferramentas para atualizações em tempo real, controle de despesas e solicitações de serviço. A empresa foca em aprimorar a experiência de moradia dos residentes e em melhorar a produtividade dos gestores de propriedades.

Descrição

• Build the Support Organization • Design and continuously improve how Support operates • Build scalable processes, playbooks, quality standards, and operating rhythms • Create systems that enable consistent, high-quality customer experiences • Identify operational bottlenecks and eliminate them • Build an organization that scales alongside company growth • Lead the Team • Lead, coach, and develop a high-performing technical support team • Build a culture rooted in ownership, accountability, customer empathy, and continuous improvement • Set clear expectations and provide consistent coaching and feedback • Recruit, develop, and retain exceptional talent • Deliver Operational Excellence • Own the day-to-day performance of the support organization • Define, monitor, and improve key operational metrics including response times, resolution quality, customer satisfaction, backlog health, and productivity • Ensure customers receive proactive, timely communication throughout the lifecycle of every issue • Drive operational consistency through documentation, quality assurance, and continuous process improvement • Improve the Customer Experience • Design support experiences that reduce customer effort and build trust • Develop clear escalation frameworks that provide predictable outcomes during complex situations • Turn recurring issues into permanent improvements instead of repeated firefighting • Continuously identify opportunities to make support faster, easier, and more proactive • Drive Cross-Functional Improvement • Partner closely with Product, Engineering, Customer Success, Professional Services, and Operations • Surface customer trends and product insights through support data • Improve cross-functional workflows, handoffs, and communication • Advocate for customer needs while balancing business priorities • Lead Vendor Operations • Own the performance of our outsourced support partner • Define quality standards, workflows, training, reporting, and operational expectations • Hold partners accountable through measurable outcomes and continuous improvement • Build a seamless experience between internal and external support teams • Build with AI • Identify opportunities to automate repetitive work across the support organization • Leverage AI to improve team productivity, customer experience, reporting, and operational efficiency • Champion thoughtful AI adoption across the team • Stay current on emerging tools and continuously improve how work gets done

🎯 Requisitos

• 5+ years of experience leading Support, Customer Operations, Customer Experience, or Service Operations teams • Demonstrated experience improving, transforming, or scaling a support organization • Experience building processes, operating models, playbooks, or quality programs from the ground up • Strong leadership experience with a track record of developing high-performing teams • Exceptional written and verbal communication skills • Strong analytical skills with the ability to turn operational data into actionable improvements • Experience managing outsourced support vendors or BPO relationships • Experience with Zendesk, Jira, Gainsight, Intercom, or similar customer operations platforms • Hands-on experience using AI tools to improve productivity, workflows, reporting, or customer operations

🏖️ Benefícios

• 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 • Monthly stipends to support Wellness and Home Office expenses