HappyCo - Customer Support Operations Lead

Customer Support Operations Lead

Remote (USA)

Support /

Full-Time /

Remote

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Customer Support Operations Lead

Are you legally eligible to work in the United States indefinitely on a full time basis without need for support from the Company?✱
- Yes
- No
How would you rate your hands-on experience administering Zendesk?✱
- Expert – I’ve owned Zendesk administration (automation, workflows, triggers, reporting)
- Proficient – I’ve used it extensively but not as the primary admin
- Beginner – I’ve used it occasionally
- None
Do you have at least 3 years of leadership experience in Support Operations, Customer Experience, or a related role at a SaaS company?✱
- Yes
- No
Have you onboarded or implemented a BPO or outsourced support team?✱
- Yes
- No
If yes, please explain your experience onboarding or implementing a BPO or outsourced support team.✱
How would you rate your hands-on experience leveraging AI to improve customer support operations?✱
- Expert – I’ve led or implemented AI-powered solutions (e.g., triage bots, predictive routing, sentiment analysis, self-service automation) that improved support efficiency, resolution speed, or team productivity.
- Proficient – I’ve collaborated on AI initiatives, configured tools, or tested AI-based workflows in support ops, but didn’t lead end-to-end.
- Beginner – I’ve used AI-enhanced tools (e.g., chatbots, auto-tagging) but haven’t been involved in configuring or optimizing them.
- None – I haven’t worked with AI in a support operations context yet.
Briefly describe a project where you used AI to improve a support workflow or reduce manual effort. What was your role, and what changed as a result?✱

Additional information

U.S. Equal Employment Opportunity information (Completion is voluntary and will not subject you to adverse treatment)

Our company values diversity. To ensure that we comply with reporting requirements and to learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey at the end of this application. Providing this information is optional. It will not be accessible or used in the hiring process, and has no effect on your opportunity for employment.

Gender

Race

Hispanic or Latino
A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.
White (Not Hispanic or Latino)
A person having origins in any of the original peoples of Europe, the Middle East, or North Africa.
Black or African American (Not Hispanic or Latino)
A person having origins in any of the black racial groups of Africa.
Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino)
A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands.
Asian (Not Hispanic or Latino)
A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.
American Indian or Alaska Native (Not Hispanic or Latino)
A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment.
Two or More Races (Not Hispanic or Latino)
All persons who identify with more than one of the above five races.

Veteran status

Customer Support Operations Lead

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Customer Support Operations Lead

Additional information

U.S. Equal Employment Opportunity information (Completion is voluntary and will not subject you to adverse treatment)