Customer Support Operations Manager

Job Summary

Leading a team of approximately 10 customer support agents, the full-time Customer Support Operations Manager will improve systems and workflows while managing ticket handling, refunds, disputes, and various support channels in a remote setting.

Key Responsibilities

• Lead and manage a customer support team handling tickets, refunds, disputes, and support across chat, email, and phone
• Monitor performance metrics, aiming to reduce average first response time from 48 hours to 12-24 hours
• Implement and optimize Fin AI and Intercom workflows, including reporting dashboards, automations, and escalation processes

Required Qualifications

• Must be located in the United States
• Bachelor's degree required
• Minimum 3 years of hands-on experience with Intercom and Fin AI
• Experience managing customer support teams of at least 10 people
• Strong understanding of customer support KPIs and workflow optimization