Customer Support Operations Lead

This high-impact role is focused on reducing friction, improving escalation outcomes, and enabling faster, more consistent support delivery as HappyCo grows. In your first 3–6 months, you will improve support efficiency through better workflows and SLA adherence, and drive measurable improvements in CSAT and escalation quality. You will also enhance tooling, automate processes, and introduce structured cross-functional reporting that informs Product and Success strategy. Key Responsibilities include BPO Management & Enablement, Escalation Strategy & Quality Improvement, Tooling Optimization, Support Efficiency & SLA Adherence, Reporting & Cross-Functional Feedback Loops.