Taking applicationsChat / Email·Posted 8d ago
Sr. Manager of Support Operations, Inspection
Porch GroupVerified company
US WA Remote - Non Seattle
Pay
$56–$78.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
US WA Remote
Open to people in the United States
EnglishSenior level
About the role
This is a senior leadership role overseeing support operations for Porch Group's inspection brands, including chat, email, and phone support teams. It stands out for combining distributed-team management, Intercom/Five9 tooling ownership, AI support strategy, and budget accountability.
What you'll do
- Own support performance across chat, email, and phone channels
- Lead a distributed remote and offshore support organization
- Build workforce plans and shift coverage models
- Manage Intercom, Five9, and FIN AI support tooling
- Evaluate and adopt new support and workforce technology
- Shape the AI-powered future of support
- Own the support operations budget and cost-per-contact
- Partner with Product, Engineering, and Customer Success leadership
What you'll need
- 7+ years in support, contact center, or customer operations leadership
- Experience managing distributed or remote teams across time zones
- Hands-on Intercom experience including workflows and reporting
- Experience configuring and measuring Intercom FIN AI or comparable AI support agent
- Experience with Five9 or comparable cloud phone/contact center platform
- Experience supporting CRM and mobile software products
- Proven ability to own support KPIs such as SLA, CSAT, and first-response time
- Experience managing a budget including labor and vendor costs
Skills
Support operations leadershipIntercom administrationFIN AI agent managementFive9 phone operationsSLA and CSAT managementDistributed workforce managementBudget ownershipWorkforce planning
Benefits
Health insurancePaid time off401(k) with discretionary matchLong-term incentive awardsPaid parental leaveWellness programsCompany-paid holidaysFlexible paid vacation
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Applications close on 18 November.