Senior Manager/Director Support

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🔥 27 minutes ago

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HappyCo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🏠 Real Estate

💰 $52M Venture Round on 2022-01

SaaS • Real Estate

HappyCo is a technology company specializing in property management solutions tailored for multifamily properties. It offers software that optimizes operations such as maintenance, leasing management, and asset management, integrating artificial intelligence to enhance efficiency and resident satisfaction. HappyCo aims to centralize and standardize property operations, providing tools for real-time updates, expense tracking, and service requests. The company focuses on enhancing the living experience for residents and improving productivity for property managers.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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 • Monthly stipends to support Wellness and Home Office expenses