Customer Support Operations Manager – Intercom, Fin AI

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee and direct a customer support team consisting of around 10 agents responsible for handling tickets, refunds, disputes, order issues, as well as providing support via chat, email, and phone.

• Track daily performance metrics of support, including ticket queues, backlog, response times, resolution times, SLA adherence, quality benchmarks, and agent efficiency.

• Aim to decrease the average first response time from roughly 24 hours to ideally 12 hours, ensuring it does not exceed 24 hours.

• Develop, enhance, and manage Intercom workflows, routing protocols, inbox configurations, automations, tags, macros, reporting dashboards, team assignments, and escalation pathways.

• Spearhead the implementation of Fin AI, focusing on flow design, AI response logic, help center content strategy, escalation protocols, automation frameworks, and continuous optimization efforts.

• Collaborate with developers, consultants, or internal technical teams as necessary for the successful integration of Fin AI, reporting, and automation enhancements.

• Examine Intercom reports and support analytics to uncover bottlenecks, agent performance challenges, recurring customer issues, workflow deficiencies, and opportunities for automation.

• Formulate and uphold Standard Operating Procedures (SOPs) for ticket management, refunds, disputes, escalations, SLA compliance, and various support channels such as phone, chat, and email.

• Educate customer support agents on the use of Intercom, Fin AI workflows, support quality standards, communication protocols, escalation procedures, and performance objectives.

• Assess team performance and propose staffing modifications, coaching strategies, disciplinary measures, promotions, or workflow changes to leadership.

• Guarantee that support operations align with partner expectations and that any SLA risks are promptly identified and escalated.

• Collaborate closely with the COO, operations team, fulfillment team, account management, and developers to enhance customer experience and address recurring challenges.

⛳️ Requirements

• Must reside in the United States.

• A Bachelor’s degree is mandatory.

• Proven experience managing customer support teams with a minimum of 10 members.

• At least 3 years of practical experience with Intercom.

• Minimum 3 years of hands-on experience with Fin AI, including setup, flow design, automation, and optimization.

• In-depth understanding of customer support KPIs, such as first response time, resolution time, backlog management, SLA compliance, CSAT, escalation rates, ticket volume, productivity, and quality assurance.

• Experience in managing teams providing chat, email, and phone support.

• Capability to create and enhance Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes.

• Technical proficiency with basic APIs, integrations, reporting exports, data analysis, and collaboration with developers or consultants for support system enhancements.

• Strong leadership qualities, capable of coaching, training, holding agents accountable, and suggesting necessary changes.

• Outstanding written and verbal communication abilities.

• Excellent organizational skills and the capacity to juggle multiple priorities in a fast-paced setting.

🏝️ Benefits

• Medical and dental benefits available.