Customer Support Operations Manager - Intercom & Fin AI

Vista Fulfillment Group is hiring a full-time Customer Support Operations Manager to lead the customer support team, improve systems, workflows, and response times behind customer service operations. The role requires managing a team of approximately 10 agents, handling various support channels, and implementing AI solutions.

Location: Remote, United States only.

Salary: $30-$40/hour, depending on experience

Responsibilities

• Lead and manage a customer support team of approximately 10 agents handling tickets, refunds, disputes, order issues, chat, email, and phone support.
• Monitor daily support performance, ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity.
• Reduce average first response time from approximately 24 hours to 12 hours ideally, and no later than 24 hours.
• Build, improve, and manage Intercom workflows, routing rules, inbox structure, automations, tags, macros, reporting dashboards, team assignments, and escalation paths.
• Lead the implementation of Fin AI, including flow design, AI response logic, help center content strategy, escalation rules, automation structure, and ongoing optimization.
• Work with developers, consultants, or internal technical resources when needed to properly implement Fin AI, integrations, reporting, and automation improvements.
• Analyze Intercom reports and support data to identify bottlenecks, agent performance issues, recurring customer problems, workflow gaps, and automation opportunities.
• Create and maintain SOPs for ticket handling, refunds, disputes, escalations, SLA standards, phone support, chat support, and email support.
• Train customer support agents on Intercom usage, Fin AI workflows, support quality expectations, communication standards, escalation procedures, and performance goals.
• Review team performance and recommend staffing changes, coaching plans, disciplinary actions, promotions, or workflow adjustments to leadership.
• Ensure support operations meet partner expectations and that SLA risks are identified and escalated quickly.
• Work closely with the COO, operations team, fulfillment team, account management, and developers to improve customer experience and resolve recurring issues.

Requirements

• Must be located in the United States.
• Bachelor's degree required.
• Experience managing customer support teams of at least 10 people.
• Minimum 3 years of hands-on Intercom experience.
• Minimum 3 years of hands-on experience with Fin AI, Intercom's AI agent, including setup, flow design, automation, and optimization.
• Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance.
• Experience managing chat, email, and phone support teams.
• Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes.
• Technical comfort with basic APIs, integrations, reporting exports, data analysis, and working with developers or consultants to complete support system improvements.
• Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend changes when needed.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

Benefits

• Medical and dental benefits are available.