Lead a team of high-performing CSMs focused on driving adoption, retention, and expansion within our K-12 district customer base, working closely alongside other CS managers and bringing a strong operational mindset. You’ll be both a coach and operator - motivating your team while using data to guide outcomes. This role is ideal for someone who has managed a mid-sized CSM team in a startup environment.
We are seeking an experienced and strategic Support Knowledge Manager to establish, lead, and mature the Knowledge Management (KM) program within our Technical Support organization. In this critical role, you will be responsible for developing and executing a comprehensive KM strategy centered around Knowledge-Centered Service (KCS) principles. Your primary objective is to enhance the efficiency and effectiveness of our Technical Support Engineers (TSEs), significantly improve customer self-service success, ensure the consistency and quality of support knowledge, and capture invaluable organizational expertise.
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.
Be a strategic enterprise leader responsible for the orchestration of complex customer support operations across voice, chat, SMS, email, and case-based channels. You will play a pivotal function in resolving escalated customer and order issues that fall outside standard workflows, serving as the critical recovery layer for all frontline contact center channels and customer touchpoints. Drive process optimization, and leverage data and Six Sigma methodologies.