Customer Support Operations Lead

Customer Support Operations Lead

About HappyCo

HappyCo is a leading PropTech company founded in 2011, building mobile and cloud solutions for real-time property data. With over 5 million units on our platform, we're revolutionizing the real estate industry. We offer a flexible, supportive culture and competitive compensation, including stock options, unlimited vacation time, generous paid parental leave, and monthly stipends for wellness and home office expenses.

Job Description

We are seeking a highly motivated and experienced Customer Support Operations Lead (CSOL) to join our growing team. As CSOL, you will play a critical role in optimizing our customer support operations and ensuring exceptional customer experiences.

Responsibilities:

• Lead the operationalization of a BPO support partner within 12 weeks.
• Develop and implement a scalable escalation model to improve customer issue resolution.
• Optimize workflows across Zendesk, Jira, Slack, and Gainsight.
• Streamline support processes to reduce response and resolution times.
• Establish structured reporting and feedback systems.
• Own internal knowledge management and enablement resources.

Qualifications:

• 3-5+ years of experience in Support Operations, Customer Experience, or related SaaS roles.
• Proven success onboarding and scaling BPO support teams.
• Experience administering Zendesk and knowledge of Jira, Gainsight, and Slack workflows.
• Strong communication, project management, and analytical skills.
• Ability to improve operational performance and track key performance indicators (KPIs).

If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we encourage you to apply!

Qualifications

HappyCo is seeking a Customer Support Operations Lead (CSOL) with a proven track record of success in building and scaling support teams within fast-paced environments.

Required Experience:

• 3-5+ years of experience in Support Operations, Customer Experience, or related SaaS roles.
• Demonstrated success in onboarding and scaling BPO support teams, ideally within a 12-week timeframe.

Technical Skills:

• Proficiency in administering Zendesk and a working knowledge of Jira, Gainsight, and Slack workflows.
• Experience optimizing workflows across multiple support platforms.

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
• Strong project management skills, including the ability to prioritize tasks, manage timelines, and deliver results.
• Data-driven mindset with the ability to analyze performance metrics, identify areas for improvement, and implement solutions to enhance operational efficiency.

Key Responsibilities

• BPO Onboarding & Management: Lead the successful integration and operationalization of a BPO support partner within 12 weeks, ensuring seamless transition and adherence to HappyCo's standards.
• Escalation & Resolution: Design and implement a scalable escalation model to effectively address complex customer issues, minimizing resolution time and maximizing customer satisfaction.
• Workflow Optimization: Analyze and optimize support workflows across Zendesk, Jira, Slack, and Gainsight to enhance efficiency, collaboration, and issue resolution.
• Process Improvement: Streamline support processes to reduce response and resolution times, leveraging data and insights to identify areas for improvement.
• Reporting & Feedback: Establish structured reporting systems to track key performance indicators (KPIs) and provide actionable insights for continuous process optimization. Develop feedback mechanisms to gather customer and agent perspectives for ongoing improvement.
• Knowledge Management: Own and maintain internal knowledge management resources, ensuring agents have access to up-to-date information and best practices to effectively resolve customer inquiries.

HappyCo Customer Support Operations Lead Hiring Workflow

1. Application Review: AI-powered screening analyzes resumes and cover letters for relevant skills and experience.

2. Phone Screening: HR conducts brief phone interviews to assess communication skills and cultural fit.

3. Skills Assessment: Candidates complete a technical assessment evaluating Zendesk proficiency and problem-solving abilities.

4. Interview Rounds: Two rounds of interviews with hiring managers and team members delve into operational experience, leadership style, and project management skills.

5. Reference Checks: Verifying candidate experience and work ethic through professional references.

6. Offer & Onboarding: Successful candidates receive a competitive offer package and participate in a comprehensive onboarding program.

This streamlined process ensures a fair and efficient selection of the best candidate for the Customer Support Operations Lead role at HappyCo.

About HappyCo

HappyCo is a leading PropTech company revolutionizing the real estate industry since its founding in 2011. We build innovative mobile and cloud solutions that provide real-time property data, empowering millions of users across our platform.

At HappyCo, we believe in fostering a flexible and supportive work environment where our talented team can thrive. We offer competitive compensation packages, including stock options, unlimited vacation time, generous parental leave, and monthly stipends to support wellness and home office needs. Join us and be a part of shaping the future of real estate!