SR Manager/Director Support

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy!About The RoleWe're looking for a Senior Manager/Director of Support who wants to build something—not just inherit it.This isn't a role for someone who's happiest keeping the trains running. It's for someone who sees friction, asks why it exists, and fixes it at the root.You'll lead our support organization while redesigning the systems, processes, tooling, and operating rhythms that create an exceptional customer experience. You'll build scalable support operations, develop a high-performing team, strengthen our relationship with our outsourced support partner, and create tight feedback loops with Product, Engineering, Customer Success, and Professional Services.We're looking for someone with high agency. Someone who doesn't wait for permission. Someone who naturally spots opportunities, brings solutions, and leaves every system better than they found it.AI is also central to how we work. We use it every day to automate workflows, improve decision-making, eliminate repetitive work, and move faster. You'll be expected to bring the same mindset—using AI as a practical tool to improve both customer experience and operational efficiency.This role reports directly to the VP of Service Operations and offers the opportunity to shape the future of our support organization from the ground up. If you're energized by transformation, thrive in ambiguity, and love building teams and systems that scale, we'd love to meet you.What You'll OwnBuild the Support OrganizationDesign and continuously improve how Support operatesBuild scalable processes, playbooks, quality standards, and operating rhythmsCreate systems that enable consistent, high-quality customer experiencesIdentify operational bottlenecks and eliminate themBuild an organization that scales alongside company growthLead the TeamLead, coach, and develop a high-performing technical support teamBuild a culture rooted in ownership, accountability, customer empathy, and continuous improvementSet clear expectations and provide consistent coaching and feedbackRecruit, develop, and retain exceptional talentDeliver Operational ExcellenceOwn the day-to-day performance of the support organizationDefine, monitor, and improve key operational metrics including response times, resolution quality, customer satisfaction, backlog health, and productivityEnsure customers receive proactive, timely communication throughout the lifecycle of every issueDrive operational consistency through documentation, quality assurance, and continuous process improvementImprove the Customer ExperienceDesign support experiences that reduce customer effort and build trustDevelop clear escalation frameworks that provide predictable outcomes during complex situationsTurn recurring issues into permanent improvements instead of repeated firefightingContinuously identify opportunities to make support faster, easier, and more proactiveDrive Cross-Functional ImprovementPartner closely with Product, Engineering, Customer Success, Professional Services, and OperationsSurface customer trends and product insights through support dataImprove cross-functional workflows, handoffs, and communicationAdvocate for customer needs while balancing business prioritiesLead Vendor OperationsOwn the performance of our outsourced support partnerDefine quality standards, workflows, training, reporting, and operational expectationsHold partners accountable through measurable outcomes and continuous improvementBuild a seamless experience between internal and external support teamsBuild with AIIdentify opportunities to automate repetitive work across the support organizationLeverage AI to improve team productivity, customer experience, reporting, and operational efficiencyChampion thoughtful AI adoption across the teamStay current on emerging tools and continuously improve how work gets doneWho You AreYou naturally take ownership. When something is broken, your instinct is to fix it.You don't wait to be told what needs attention—you notice it, investigate it, and improve it.You enjoy building systems just as much as solving problems.You're comfortable making decisions with imperfect information and moving quickly while maintaining high standards.You balance customer empathy with operational discipline.You care about developing people, building scalable processes, and creating lasting improvements—not just putting out today's fires.What We're Looking ForRequired Qualifications5+ years of experience leading Support, Customer Operations, Customer Experience, or Service Operations teamsDemonstrated experience improving, transforming, or scaling a support organizationExperience building processes, operating models, playbooks, or quality programs from the ground upStrong leadership experience with a track record of developing high-performing teamsExceptional written and verbal communication skillsStrong analytical skills with the ability to turn operational data into actionable improvementsExperience managing outsourced support vendors or BPO relationshipsExperience with Zendesk, Jira, Gainsight, Intercom, or similar customer operations platformsHands-on experience using AI tools to improve productivity, workflows, reporting, or customer operationsYou'll Thrive Here If...You get excited by fixing broken systems instead of working around themYou naturally ask "Why does this keep happening?" instead of simply solving today's problemYou have a high level of initiative and don't wait for someone else to tell you what needs to happenYou enjoy building structure in environments that are evolving quicklyYou hold yourself and your team to a high standard while remaining collaborative and humbleYou're energized by ambiguity and transformation rather than intimidated by itYou believe the best leaders build teams that consistently solve problemsYou're constantly looking for ways to improve the customer experience, even when no one asks you toYou leave every team, process, and organization better than you found itWhy Join Us?This isn't a maintenance role.It's an opportunity to build.You'll have the autonomy to shape the future of Support, influence company-wide customer experience, partner directly with executive leadership, and leave a lasting impact on how our customers experience our business every day.If you're looking for a role where your ideas become reality—not just another management position—we'd love to talk.About HappyCoFounded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has more than 5 million units on its platform.We’re everyday people with a shared purpose — improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we’re turning our passions into happier communities!When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision here!Our HappyCo CultureHappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our careers page!We Offer: 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 expensesFind out more about our US Employee Benefits here!We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes, and HappyCo is not responsible for any fees related to unsolicited resumes.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.