Careers Website Support and Service: Clear Targets, Named People
Careers website support should be quick when you need it and rarely needed at all. Every Happydance support package comes with a named customer success manager, a monthly check-in and a quarterly business review.
By the Happydance team. Updated November 2026.
What good careers website support looks like
The best support is the support you rarely need. When your team can change anything on the careers website itself, requests drop, and the ones that remain get a clear, published response target.
The people, process and tooling that keep a careers website accurate, fast, secure and on brand after launch: answering questions, fixing issues, advising on content and keeping integrations healthy.
Support quality has two parts. One is how quickly a human answers when you ask, and whether you know in advance what to expect. The other is how often you need to ask in the first place. Happydance is built to do well at both.
Two support packages, one support portal
Every Happydance customer has a support package. Standard and Elite share the same people-led model and the same channel, the support portal at support.happydance.love. They differ in hours, response targets and the availability commitment in the service level agreement.
| Standard | Elite | |
|---|---|---|
| Support hours | 9 to 5, UK and Eastern time | 24 hours a day, 7 days a week |
| Channel | Support portal | Support portal |
| Priority 1 (critical) response target | 3 hours | 1 hour |
| Priority 2 response target | 6 hours | 2 hours |
| Priority 3 response target | 12 hours | 8 hours |
| Priority 4 response target | 3 days | 24 hours |
| Named customer success manager | Included | Included |
| Monthly check-in | Included | Included |
| Quarterly business review | Included | Included |
| Availability commitment in the SLA | 95% | 99.9% |
Targets are the response targets in each support package. Terms, service credits and exclusions are in the SLA.
A named person, a monthly rhythm
A named customer success manager
You have one person who knows your careers website, your team and your goals, with every support package.
A monthly check-in
A regular slot to review what changed, what is coming and what to improve next.
A quarterly business review
A step back each quarter to look at progress against your hiring goals and plan the next stage.
Content managed by your team
Everything on the careers website is content-managed by you, including multilingual content, favicons and basic standard graphics. See the careers website CMS.
How Happydance does it
Customers manage everything themselves, including multilingual content, favicons and basic standard graphics, with no developer needed. We believe that is what a careers website CMS should mean.
Performance, watched daily
Core Web Vitals are tracked daily on every Happydance careers website against Google's thresholds, so the team can see how each careers website is performing and act on it.
Need extra hands? Support Concierge
Support Concierge is different from a support package. It is a retainer of extra hours, so Happydance can make site changes for you when your team would rather hand them over. Standard and Elite packages cover the support desk, and Concierge adds capacity on top. Read about the Support Concierge service.
Packages and Concierge together
Choose a support package for the support desk, a named CSM and regular reviews. Add Concierge hours when you want Happydance to make site changes for you.
What customers have said publicly about time saved
Two published Happydance case studies describe what happens when a talent team stops raising tickets for content changes. The figures below are as reported on those pages. Customers have also reported up to 40 hours a month saved. That figure is customer-reported and varies by team. It is not an average and not a promise.
| Customer | What the published case study reports |
|---|---|
| General Motors | The talent acquisition team had spent 30 or more hours a month on support tickets for careers website updates. With direct control of the CMS the case study reports 30+ hours saved a month and ticket dependency eliminated. |
| Domino's | The recruitment team manages content itself. The case study reports update times reduced by 3 to 4 weeks and an estimated 20 to 30 hours a month saved. |
How to read these numbers
These are customer-reported results from specific teams. Treat them as a range to test against your own baseline, not as a guarantee.
Estimate the time your team could free
Enter your own numbers. The starting values are illustrative examples, not Happydance results. Nothing you type leaves your browser.
Careers website time-saved estimator
Replace every starting value with your own. The result shows only what your inputs imply.
| Input | Example value |
|---|---|
| Change requests a month | 10 |
| Team hours per request | 3 |
| Cost of an hour | 45 |
| Share you could do yourself | 70% |
This is the printable version. Switch on JavaScript to use the live calculator in your browser.
Questions to ask any careers website provider about support
Use these in an RFP or a renewal review. They separate real support from a promise on a web page. The careers website RFP template turns them into scored questions.
| Question | Why it matters | What good looks like |
|---|---|---|
| What are the response targets, by priority? | A single average hides long waits. | A published target for each priority, in writing. |
| What are the support hours, and are they right for my regions? | Hiring does not stop at 5pm. | Hours that match your teams, with an option to extend. |
| Who is my named contact, and how often do we meet? | A person beats a queue. | A named CSM, a monthly check-in and a quarterly review. |
| What can my team change without a developer? | Every dependency is a delay. | Pages, content, imagery and languages. |
| What is included in the price, and what costs extra? | Hidden fees destroy a business case. | A clear list. See what a careers website costs. |
| What happens when I leave? | Support quality shows at the exit. | Clean content and data handover. See switching provider. |
Support checklist before you sign
Careers website support checklist
Tick what you have in writing from your provider. Nothing leaves your browser.
| # | Check |
|---|---|
| 1 | Published response targets by priority |
| 2 | Support hours that match your regions |
| 3 | A named customer success manager |
| 4 | A monthly check-in and a quarterly review |
| 5 | A clear price for any extras |
| 6 | A documented exit and handover process |
| 7 | Training for your team |
| 8 | A route to extra hands when you need them |
This is the printable version. Switch on JavaScript to use the live calculator in your browser.
Trust, security and integrations
Support sits alongside security and uptime. Read our security, accessibility and compliance guide, the published security page and the legal documents, including the SLA. If you are planning an ATS connection, see our careers website integrations.
Training for editors is available through the CMS training course in the Employer Brand Academy. For the full picture of the platform, see the Happydance platform.
What support hours do Happydance customers get?
Standard support runs 9 to 5 in UK and Eastern time. Elite support runs 24 hours a day, 7 days a week.
How do I contact support?
Through the support portal at support.happydance.love. It is the only support channel.
What are the response targets?
For Standard, 3 hours, 6 hours, 12 hours and 3 days for priorities 1 to 4. For Elite, 1 hour, 2 hours, 8 hours and 24 hours.
What does every support package include?
A named customer success manager, a monthly check-in and a quarterly business review.
What is Support Concierge?
Support Concierge is a retainer of extra hours for site changes, on top of your support package. It is not a support package itself. See the Support Concierge service.
How many hours can a team save?
Customers have reported up to 40 hours a month saved. That is customer-reported, not an average. Published case studies report 30+ hours for General Motors and 20 to 30 hours for Domino's.
What can my team change without a developer?
Everything on the careers website is content-managed by your team, including multilingual content, favicons and basic standard graphics.
Where can I learn how to use the CMS?
The Employer Brand Academy has a CMS training course. See the CMS training course.
Talk to us about support
Book a demo and ask us anything about how your team would run its careers website.
Book a demoContact us