Customer Support Operations Manager – Intercom, Fin AI

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🔥 10 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $30 - $40 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Vista Fulfillment Group

WebsiteLinkedInAll Job Openings

2 - 10 employees

📦 Logistics

🛍️ eCommerce

☁️ SaaS

Logistics • eCommerce • SaaS

Vista Fulfillment Group is a licensed, multi-state alcohol retail and fulfillment network that operates within the U. S. three-tier system. It provides compliant e-commerce, logistics, and merchant-of-record services for alcohol brands and marketplaces nationwide, with multi-state warehousing (California, New York, Texas), fulfillment, co-packing/kitting, engraving and custom packing. Vista also offers proprietary technology (3JMS) with real-time inventory and order visibility, open APIs and integrations, and positions itself to enable rapid onboarding and compliance for alcohol e-commerce.

📋 Description

• Lead and manage a customer support team of approximately 10 agents handling tickets, refunds, disputes, order issues, chat, email, and phone support. • Monitor daily support performance, ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity. • Reduce average first response time from approximately 24 hours to 12 hours ideally, and no later than 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. • Work with developers, consultants, or internal technical resources when needed to properly implement Fin AI, integrations, reporting, and automation improvements. • Analyze Intercom reports and support data to identify bottlenecks, agent performance issues, recurring customer problems, workflow gaps, and automation opportunities. • Create and maintain SOPs for ticket handling, refunds, disputes, escalations, SLA standards, phone support, chat support, and email support. • Train customer support agents on Intercom usage, Fin AI workflows, support quality expectations, communication standards, escalation procedures, and performance goals. • Review team performance and recommend staffing changes, coaching plans, disciplinary actions, promotions, or workflow adjustments to leadership. • Ensure support operations meet partner expectations and that SLA risks are identified and escalated quickly. • Work closely with the COO, operations team, fulfillment team, account management, and developers to improve customer experience and resolve recurring issues.

🎯 Requirements

• 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, Intercom’s AI agent, including setup, flow design, automation, and optimization. • Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance. • 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 or consultants to complete support system improvements. • Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend changes when needed. • Excellent written and verbal communication skills. • Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

🏖️ Benefits

• Medical and dental benefits available