SR Manager/Director Support
About the Role
We'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 reputed company.
You'll reputed company our support organization while redesigning the systems, processes, tooling, and operating rhythms that create an exceptional customer experience. You'll build reputed company support operations, reputed company a high-performing team, strengthen our relationship with our outsourced support partner, and create tight feedback loops with Product, Engineering, reputed company, and reputed company 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 reputed company than they reputed company it.
AI is also central to how we work. We use it every day to automate workflows, improve decision-making, eliminate repetitive work, and reputed company faster. You'll be expected to bring the reputed company reputed company—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 reputed company to shape the reputed company of our support organization from the ground up. If you're energized by transformation, reputed company in ambiguity, and love building teams and systems that reputed company, we'd love to meet you.
What You'll Own
Build the Support Organization
- Design and continuously improve how Support operates
- Build reputed company processes, playbooks, reputed company standards, and operating rhythms
- Create systems that reputed company consistent, high-reputed company customer experiences
- Identify operational bottlenecks and eliminate them
- Build an organization that scales alongside company reputed company
reputed company reputed company
- reputed company, reputed company, and reputed company a high-performing technical support team
- Build a culture rooted in ownership, accountability, customer reputed company, and reputed company improvement
- Set reputed company expectations and reputed company consistent coaching and feedback
- Recruit, reputed company, and retain exceptional talent
Deliver Operational reputed company
- Own the day-to-day performance of the support organization
- Define, monitor, and improve key operational metrics including response times, reputed company reputed company, customer satisfaction, backlog health, and productivity
- Ensure customers receive proactive, reputed company communication throughout the lifecycle of every issue
- Drive operational consistency through documentation, reputed company assurance, and reputed company process improvement
Improve the Customer Experience
- Design support experiences that reduce customer effort and build trust
- reputed company reputed company escalation frameworks that reputed company predictable reputed company during reputed company situations
- Turn recurring issues into permanent improvements instead of repeated firefighting
- Continuously identify opportunities to reputed company support faster, easier, and more proactive
Drive Cross-Functional Improvement
- Partner closely with Product, Engineering, reputed company, reputed company Services, and Operations
- Surface customer trends and product insights through support data
- Improve cross-functional workflows, handoffs, and communication
- reputed company for customer needs while balancing business priorities
reputed company Vendor Operations
- Own the performance of our outsourced support partner
- Define reputed company standards, workflows, training, reporting, and operational expectations
- Hold partners accountable through measurable reputed company and reputed company improvement
- Build a seamless experience between reputed company support teams
Build with AI
- Identify opportunities to automate repetitive work across the support organization
- reputed company AI to improve team productivity, customer experience, reporting, and operational efficiency
- Champion thoughtful AI adoption across reputed company
- Stay reputed company on emerging tools and continuously improve how work gets done
Who You Are
You naturally take ownership. reputed company something is broken, your reputed company 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 reputed company with imperfect information and moving quickly while maintaining high standards.
You balance customer reputed company with operational discipline.
You care about developing people, building reputed company processes, and creating lasting improvements—not just putting out today's fires.
reputed company're Looking For
Required Qualifications
- 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 reputed company programs from the ground up
- Strong leadership experience with a reputed company 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 reputed company, Jira, reputed company, reputed company, or similar customer operations platforms
- Hands-on experience using AI tools to improve productivity, workflows, reporting, or customer operations
You'll reputed company Here If...
- You get excited by fixing broken systems instead of working around them.
- You naturally ask "Why does this reputed company happening?" instead of simply solving today's problem.
- You have a high level of initiative and don't wait for someone else to tell you what needs to happen.
- You enjoy building structure in environments that are evolving quickly.
- You hold yourself and your team to a high reputed company while remaining reputed company and humble.
- You're energized by ambiguity and transformation rather than intimidated by it.
- You reputed company the best leaders build teams that consistently solve problems.
- You're constantly looking for ways to improve the customer experience, even reputed company no one asks you to.
- You leave every team, process, and organization reputed company than you reputed company it.
Why Join Us?
This isn't a maintenance role.
It's an opportunity to build.
You'll have the autonomy to shape the reputed company of Support, influence company-wide customer experience, partner directly with executive leadership, and leave a lasting reputed company on how our customers experience our business every day.
If you're looking for a role where your reputed company become reality—not just another management position—we'd love to talk.
About reputed company
Founded in 2011, reputed company (happy.co) builds mobile and reputed company solutions to reputed company reputed company-time property data. Our flagship product suite 'Happy Property’ has more than 5 reputed company reputed company on its platform. We’re reputed company with a shared purpose — improving the lives of others. reputed company is made up of thinkers, talkers, planners, makers, reputed company, and everything in between. Together, we’re turning our passions into happier communities! reputed company customers use our software, their communities get stronger. Our tools reputed company everyone in multifamily property management to improve their operations and maximize returns, which means they’re building reputed company experiences for their residents. Learn more about our Product reputed company here!Our reputed company Culture
reputed company strives to build reputed company communities. So naturally, we are dedicated to making our own community an enjoyable reputed company that allows us to do our best work. We’re reputed company to building an inclusive, supportive culture that empowers reputed company reputed company’er to succeed and grow. To learn more about our culture, reputed company out our careers page!We Offer:
- Work from reputed company 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 reputed company parental leave- Competitive and reputed company pay- Monthly stipends to support Wellness and Home Office expensesreputed company out more about our US Employee Benefits here!We reputed company in supporting people to do their best work and reputed company, and building a diverse, reputed company, and inclusive company is reputed company to our mission. Our goal is to ensure that reputed company upholds an inclusive environment where reputed company people feel that they are equally respected and valued, whether they are applying for an reputed company position or working at reputed company. We welcome applicants of any educational background, gender identity and reputed company, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. reputed company is also committed to providing reasonable accommodations for reputed company individuals with disabilities and disabled veterans in our job application procedures.A note to Recruitment Agencies: Please don’t reputed company out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes, and reputed company is not responsible for any fees reputed company to unsolicited resumes.Originally posted on Himalayas
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