Senior Manager of Customer Support

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. They are seeking a Senior Manager/Director of Support to lead their support organization, redesign systems and processes, and enhance customer experience while leveraging AI for operational efficiency.

Responsibilities:

• 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, 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
• 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
• 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
• 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
• 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
• 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