Customer Support Operations Manager - Intercom & Fin AI

About Our Client

The organization operates within the ecommerce and fulfillment industry, addressing challenges related to customer service efficiency and quality. It focuses on optimizing customer support systems and workflows to enhance response times and overall customer satisfaction while managing complex order and dispute issues.

About the Opportunity

The Customer Support Operations Manager role is designed to lead and improve the customer support team and systems. This position will directly impact customer satisfaction by reducing response times, enhancing service quality, and implementing advanced support technologies such as Intercom and Fin AI. The role is pivotal in driving operational improvements and team accountability across multiple support channels.

Responsibilities

• Lead, mentor, and manage a high-performing customer support team of approximately 10 agents across multiple service channels
• Continuously monitor and improve daily support metrics, including first-response times, ticket backlog volumes, and strict SLA compliance
• Systematically reduce the average first-response time down to a targeted window of between 12 and 24 hours
• Architect, deploy, and maintain advanced Intercom workflows, macro automations, smart routing rules, and custom analytics reporting
• Lead the technical implementation and continuous optimization of Fin AI, including behavior design, training data curation, and resolution automation
• Collaborate closely with internal technical teams to enhance software integrations and scale core support platform infrastructure
• Analyze robust support data trends to proactively identify operational bottlenecks and systemic customer experience opportunities
• Author, regularize, and maintain a comprehensive library of standard operating procedures (SOPs) for all front-line support processes
• Design and execute continuous training and coaching programs for agents focused on internal tools, communication workflows, and quality standards
• Conduct objective performance reviews, identify talent gaps, and manage data-driven staffing, training, and development decisions
• Ensure day-to-day support operations consistently align with partner expectations and escalate potential operational risks promptly
• Coordinate cross-functionally with logistics, engineering, and product teams to champion customer experience improvements and resolve complex tier-3 issues

Requirements

• Must be a current resident located within the United States
• Bachelor’s degree from an accredited institution is required
• Minimum of 3 years of deep, hands-on administrative experience configuring and managing the Intercom platform
• Minimum of 3 years of hands-on technical experience with Fin AI, including initial implementation, conversational setup, and performance optimization
• Proven professional track record managing customer support teams consisting of at least 10 direct reports
• Strong, metrics-driven knowledge of critical customer support KPIs, operational dashboards, and performance tracking models
• Direct experience supervising multi-channel environments across synchronous chat, asynchronous email, and inbound phone support
• Technical fluency with APIs, structured data analysis, and collaborating directly with web developers or systems engineers
• Strong leadership, professional coaching, and persuasive communication abilities suited for a remote team environment
• Excellent organizational, prioritization, and time management skills

Pay Range and Compensation Package

Target hourly compensation rate: $30.00 to $40.00 USD per hour

Final hourly placement within the range will depend heavily on the depth of the candidate's Intercom administrative experience and technical AI optimization expertise

Benefits & Perks

• Access to standard corporate medical insurance coverage options
• Access to comprehensive dental insurance plans

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.