Customer Support Operations Manager - Intercom & Fin AI

Customer Support Operations Manager

Company: Vista Fulfillment Group
Headquarters: Santee, California, United States
Location: Remote - United States Only
Employment Type: Full-Time
Hours: 40 Hours/Week
Reports To: COO

About the Role:

Vista Fulfillment Group is seeking a full-time Customer Support Operations Manager to lead our customer support team and enhance the systems, workflows, and response times of our customer service operations. This remote position is open to candidates nationwide. The role requires availability during standard business hours (9:00 AM - 5:00 PM) Monday through Friday.

You will manage a team of approximately 10 customer support agents responsible for handling customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support. We are looking for a hands-on leader who can both manage people and improve systems. Expertise with Intercom (inbox management, reporting, routing, workflows, automations, help center) and Fin AI (setup, flow design, automation, content structure, implementation) is essential. A key objective is to reduce the average first response time from 48 hours to 12-24 hours, while improving ticket quality, accountability, and SLA performance.

Key Responsibilities:

• Lead and manage a customer support team of approximately 10 agents.
• Monitor daily support performance, including ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity.
• Reduce average first response time from approximately 48 hours to 12-24 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.
• Collaborate with developers, consultants, or internal technical resources for Fin AI implementation, integrations, reporting, and automation improvements.
• Analyze Intercom reports and support data to identify bottlenecks, performance issues, recurring customer problems, workflow gaps, and automation opportunities.
• Create and maintain Standard Operating Procedures (SOPs) for ticket handling, refunds, disputes, escalations, SLA standards, and various support channels.
• Train customer support agents on Intercom, Fin AI workflows, quality expectations, communication standards, escalation procedures, and performance goals.
• Review team performance and recommend staffing changes, coaching plans, disciplinary actions, promotions, or workflow adjustments.
• Ensure support operations meet partner expectations and quickly escalate SLA risks.
• Collaborate with the COO, operations, fulfillment, account management, and development teams to improve customer experience and resolve recurring issues.

Required Qualifications:

• 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, including setup, flow design, automation, and optimization.
• Strong understanding of customer support KPIs (first response time, resolution time, backlog, SLA compliance, CSAT, etc.).
• 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.
• Strong leadership, coaching, and accountability skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

Preferred Experience:

• Experience implementing Fin AI from the ground up or rescuing a failed AI support implementation.
• Experience in e-commerce, fulfillment, logistics, retail, marketplaces, alcohol, or order-management support.
• Experience handling refund, dispute, chargeback, delivery issue, and customer complaint workflows.
• Experience creating CS dashboards, weekly KPI reports, SOPs, internal playbooks, and quality assurance scorecards.

Compensation & Benefits:

• Hourly Rate: $30-$40/hour, depending on experience, leadership background, and technical expertise.
• Medical and dental benefits available.