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HappyCo is seeking a Senior Manager/Director of Support to build and transform their customer support organization. This is a high-agency role reporting directly to the VP of Service Operations, designed for someone who sees operational friction and fixes it at the root rather than maintaining status quo.
Key Responsibilities:
- Build and scale the support organization from the ground up, designing processes, playbooks, quality standards, and operating rhythms that deliver exceptional customer experiences
- Lead and develop a high-performing technical support team, fostering a culture of ownership, accountability, customer empathy, and continuous improvement
- Own day-to-day support performance, defining and improving key metrics including response times, resolution quality, customer satisfaction, backlog health, and productivity
- Design support experiences that reduce customer effort and build trust; develop clear escalation frameworks for complex situations
- Partner closely with Product, Engineering, Customer Success, Professional Services, and Operations to surface customer trends, improve workflows, and advocate for customer needs
- Manage the performance of outsourced support partners, defining quality standards, workflows, training, and operational expectations
- Identify and implement AI-driven automation opportunities to improve team productivity, customer experience, and operational efficiency
Required Qualifications:
- 5+ years leading Support, Customer Operations, Customer Experience, or Service Operations teams
- Demonstrated experience improving, transforming, or scaling a support organization
- Strong track record building processes, operating models, playbooks, or quality programs from scratch
- Proven leadership developing high-performing teams
- Exceptional written and verbal communication skills
- Strong analytical abilities to translate operational data into actionable improvements
- Experience managing outsourced support vendors or BPO relationships
- Hands-on experience with customer operations platforms (Zendesk, Jira, Gainsight, Intercom, or similar)
- Practical experience using AI tools to improve productivity, workflows, reporting, or customer operations
Ideal Candidate:
- Takes natural ownership; fixes broken systems rather than working around them
- High initiative; doesn't wait for permission or direction
- Comfortable making decisions with imperfect information and moving quickly
- Balances customer empathy with operational discipline
- Thrives in ambiguity and evolving environments
- Collaborative and humble while maintaining high standards
