HappyCo is a place where you can grow your career alongside like-minded individuals in a supportive, ego-free, and politics-free environment. The company is guided by strong values and offers a flexible, encouraging culture. Join HappyCo and Make Work Happy!

We’re looking for a strategic and systems-focused Customer Support Operations Lead (CSOL) to join our team. This impactful role is designed to reduce friction, improve escalation outcomes, and support faster, more consistent customer service as HappyCo scales. In your first 3–6 months, you’ll enhance support efficiency through improved workflows and SLA compliance, while driving measurable gains in customer satisfaction and escalation quality. You’ll also upgrade tools, automate processes, and implement structured reporting that informs Product and Customer Success strategies.

Key Responsibilities:

– BPO Management & Enablement: Launch and operationalize our BPO support partner within 12 weeks. Provide clear SOPs, QA standards, tool access, and training programs. Drive early improvements in first contact resolution, customer dissatisfaction, and adherence to tone and process.

– Escalation Strategy & Quality Improvement: Create a scalable escalation model for faster, higher-quality issue resolution. Reduce avoidable escalations by equipping agents with better tools, SOPs, and clarity. Improve cross-functional visibility and extract insights from high-priority cases.

– Tooling Optimization: Manage and improve workflows across Zendesk, Jira, Slack, and Gainsight. Identify automation opportunities and enhance the agent experience. Build dashboards to display real-time KPIs for both internal and external teams.

– Support Efficiency & SLA Adherence: Optimize support processes and routing logic to meet a <48-hour resolution target. Focus on scalable solutions that eliminate friction without compromising quality.

– Reporting & Cross-Functional Feedback Loops: Develop structured reporting and feedback systems to identify root causes and trends. Turn support data into actionable insights for Product, Engineering, and Success teams to enhance the customer experience.

– Documentation & Enablement: Oversee internal knowledge management by maintaining SOPs, QA checklists, onboarding materials, and enablement resources for L1 and L2 agents to ensure consistent, high-quality support.

Required Qualifications:

– 3–5+ years in Support Operations, Customer Experience, or similar SaaS roles
– Proven experience in onboarding and scaling BPO support teams with structured training and performance systems
– Strong expertise in Zendesk (certification preferred); familiarity with Jira, Gainsight, and Slack workflows
– Skilled in creating dashboards and tracking KPIs using tools like Zendesk Explore or Looker
– Track record of improving CSAT, resolution times, and escalation handling
– Excellent communication and project management skills with a collaborative mindset
– Strategic thinker passionate about systems, scalability, and continuous improvement

Keys to Thriving at HappyCo:

– Comfortable navigating ambiguity and creating clarity
– Focused on long-term impact over short-term wins
– Empowers others through systems rather than directives
– Uses technology and AI to simplify complexity and support people
– Embraces the challenges and rewards of working in a scaling company

About HappyCo:

Founded in 2011, HappyCo (https://happy.co) develops mobile and cloud-based solutions for real-time property data. Our flagship product suite, Happy Property, supports over 5 million units.

We’re a diverse team of thinkers, creators, and doers united by a shared mission: to improve lives. Our software strengthens communities by helping multifamily property managers streamline operations and enhance resident experiences. Learn more about our Product Vision here.

Our Culture:

At HappyCo, we’re committed to building better communities—starting with our own. We foster an inclusive, supportive environment that helps every team member thrive. Learn more about our culture on our careers page.

We Offer:

– Remote work flexibility
– A role in one of the fastest-growing PropTech companies
– Unlimited vacation
– Generous paid parental leave
– Competitive compensation and equity
– Monthly wellness and home office stipends

Learn more about our US Employee Benefits here.

We’re dedicated to helping people do their best work and are committed to building a diverse, equitable, and inclusive workplace. We welcome applicants from all backgrounds and provide accommodations for individuals with disabilities and disabled veterans.

Note to Recruitment Agencies: Please do not contact us about our roles. We do not accept unsolicited resumes and are not responsible for any related fees.