Customer Support Operations Manager - Intercom & Fin AI

About this role

Remote — United States Only
Full-Time | 40 Hours/Week
Hourly Rate: $30–$40/hour, depending on experience
Benefits: Medical and dental benefits available
Reports To: COO

### About the Role

Vista Fulfillment Group is hiring a full-time Customer Support Operations Manager to lead our customer support team and improve the systems, workflows, and response times behind our customer service operation.

This is a remote position open to candidates located anywhere in the United States. The schedule is a standard 40-hour work week, Monday through Friday, with availability required during business hours from 9:00 AM to 5:00 PM.

This role is responsible for managing a team of approximately 10 customer support agents who handle customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support.

We are looking for a hands-on CS leader who can both manage people and improve systems. The ideal candidate must have strong experience with Intercom, including inbox management, reporting, routing, workflows, automations, and help center structure. They must also have strong experience with Fin AI, Intercom’s AI agent, including setup, flow design, automation planning, content structure, and implementation.

Our current first response time averages around 48 hours. A major goal of this role is to reduce first response time to 12 hours ideally, and no later than 24 hours, while improving ticket quality, accountability, and SLA performance.

### Preferred Experience

Experience implementing Fin AI from the ground up or rescuing a failed AI support implementation.

Experience in ecommerce, fulfillment, logistics, retail, marketplaces, alcohol, or order-management support environments.

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.

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