Customer Support Operations Lead - Remote

Overview

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!

In Short

• Lead the operationalization of BPO support partner.
• Develop a scalable escalation model for customer issues.
• Optimize workflows across Zendesk, Jira, Slack, and Gainsight.
• Streamline support processes and improve SLA adherence.
• Establish structured reporting and feedback systems.
• Own internal knowledge management for support agents.
• Drive measurable improvements in CSAT and escalation quality.
• Enhance tooling and automate processes for efficiency.
• Focus on long-term impact and enable others through systems.
• Thrive in a scale-up environment with a strategic mindset.

Requirements

• 3–5+ years in Support Operations or related SaaS roles.
• Experience onboarding and scaling BPO support teams.
• Deep knowledge of Zendesk, Jira, Gainsight, and Slack.
• Proficient in building dashboards and tracking KPIs.
• Ability to improve operational performance metrics.
• Strong communication and project management skills.
• Strategic thinker passionate about systems and improvement.

Benefits

• Flexible, supportive work culture.
• Opportunity for career growth.
• Work with like-minded individuals.
• Focus on long-term impact over quick wins.
• Embrace challenges in a scale-up environment.