Senior Manager, Support Operations – Inspection

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

📋 Description

• Take ownership of daily support performance across chat, email, and phone, ensuring compliance with SLA, CSAT, quality, first-response time, and resolution time targets.

• Establish operational rhythms and reporting mechanisms that foster accountability.

• Examine ticket data, call data, customer feedback, and queue observations to pinpoint and rectify performance issues.

• Maintain consistent operational standards across ISN, HIP, and Palmtech brands and business units.

• Oversee a distributed support organization that operates across various time zones, including U.S.-based and international/offshore team members.

• Create workforce plans, shift coverage, and staffing models that align with contact volume.

• Address quality and customer experience deficiencies in the distributed model through effective tools and training.

• Cultivate remote team leads and frontline agents to form a high-performing organization.

• Act as the internal expert on Intercom ticketing, workflows, reporting, administration, and Five9 phone operations.

• Manage and enhance Intercom's FIN AI agent, defining parameters for autonomous resolution, human handoff, and performance measurement.

• Keep abreast of CRM and mobile software that the team supports.

• Assess support and workforce technologies and drive their end-to-end adoption.

• Create a 12–24 month AI and automation roadmap for support.

• Define scenarios where AI handles resolution, assists agents, or requires human judgment.

• Collaborate with Product and Engineering to align support feedback with product enhancements.

• Oversee the support operations budget, encompassing labor, tooling, and outsourced/offshore staffing expenses.

• Monitor cost-per-contact and staffing efficiency, developing business cases for operational modifications.

• Represent Support Operations in discussions with Customer Success, Product, and Engineering leadership.

• Serve as the escalation point for urgent customer and operational challenges.

⛳️ Requirements

• A minimum of 7 years of progressive experience in support, contact center, or customer operations leadership.

• Direct management experience with managers and/or frontline teams.

• Practical experience managing a distributed or remote workforce across multiple time zones.

• Familiarity with international/offshore team members.

• Extensive hands-on experience with Intercom, including ticketing workflows, reporting, and administration.

• Direct experience with Intercom's FIN AI or a similar AI support agent, including configuration, tuning, and performance measurement.

• Experience with Five9 or an equivalent cloud phone/contact center platform.

• Proficiency in supporting CRM and mobile software products.

• Proven track record of improving support KPIs such as SLA, CSAT, first-response time, quality, and productivity through data analysis.

• Experience managing budgets, including labor and vendor/outsourced staffing expenses.

• Excellent written and verbal communication skills.

• Preferred: experience in home inspection, real estate, or home services.

• Preferred: experience across multiple brands or business units.

• Preferred: experience implementing or scaling AI-driven deflection, self-service, or automation.

• Preferred: familiarity with workforce management and quality assurance tools.

• Preferred: experience overseeing offshore or outsourced support vendors/BPOs.

• Must be eligible to work in the United States; Porch Group does not accept applicants from Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, or West Virginia for remote roles.

🏝️ Benefits

• Long-term incentive awards, subject to program guidelines and approvals.

• Comprehensive health, life, and financial wellbeing coverage.

• Three medical plan options.

• Two dental plan options.

• Vision plan.

• Voluntary Critical Illness, Hospital Indemnity, and Accident plans.

• Partially employer-funded Health Savings Account.

• Flexible Spending Accounts for healthcare, dependent care, and transportation.

• Company-paid Basic Life and AD&D insurance.

• Short- and Long-Term Disability benefits.

• Voluntary Life and AD&D plans.

• Traditional and Roth 401(k) plans with discretionary employer match.

• Employer-paid Headspace wellbeing program offering meditation, mindfulness, mental health coaching, clinical care, and confidential resources.

• Employer-paid Brio Health wellness tool featuring quarterly challenges and prizes.

• LifeBalance discounts for gym memberships, travel, appliances, movies, pet insurance, and more.

• Flexible paid vacation.

• Company-paid holidays, typically nine per year.

• Paid sick time.

• Paid parental leave.

• Identity theft program.

• Travel assistance.

• Fitness and other discount programs.

• Remote work arrangement.

• Virtual interviews.