[Hiring] Senior Manager of Support Operations @Porch Group

Role Description

The future is bright for the Porch Group, and we'd love for you to be a part of it as our Senior Manager of Support Operations, Inspection.

Porch's Inspection vertical spans multiple brands and business units — including ISN, HIP, and Palmtech — serving thousands of home inspectors and the customers they work with every day. Our support organization is the front line of that relationship: a distributed team spread across time zones and geographies (including U.S.-based and international support staff), handling everything from routine account questions to complex product troubleshooting across web and mobile platforms.

We're hiring a Sr. Manager of Support Operations to own the day-to-day performance, tooling, and people-leadership of that organization. This is not a caretaker role. Support is entering an era where AI agents handle a growing share of volume, where the line between “self-service” and “human escalation” is being redrawn in real time, and where the leader who gets this right will define what best-in-class inspection-industry support looks like — not just replicate what already exists.

You'll own the metrics (SLA, CSAT, first-response time, cost-to-serve, staffing efficiency), the tools (Intercom, Intercom's FIN AI agent, Five9, and the CRM and mobile platforms our teams support), and the people (a distributed, partly remote and partly offshore workforce). And you'll be expected to bring a point of view on where AI should carry the load versus where a person needs to be in the loop — then build the roadmap to get there.

Qualifications

• 7+ years of progressive experience in support, contact center, or customer operations leadership, including direct management of managers and/or frontline teams.
• Hands-on experience managing a distributed or remote workforce, ideally including international/offshore team members, across multiple time zones.
• Deep, hands-on experience with Intercom, including ticketing workflows, reporting, and administration.
• Direct experience with Intercom's FIN AI (or a comparable AI support agent) — configuring, tuning, and measuring its performance in production.
• Experience with Five9 or a comparable cloud phone/contact center platform.
• Experience supporting CRM and mobile software products — you understand the tools your team is troubleshooting well enough to make good calls about workflows and escalation paths.
• Proven ability to own and move support KPIs (SLA, CSAT, first-response time, quality, productivity) using data.
• Experience managing a budget, including labor and vendor/outsourced staffing costs.
• Strong written and verbal communication skills, with the ability to translate operational detail into clear priorities for leadership.

Requirements

• Own Support Operations Performance
• Drive day-to-day performance across support channels (chat, email, phone) against SLA, CSAT, quality, first-response time, and resolution-time targets.
• Build and maintain the operating rhythms and reporting that create real accountability — not just dashboards nobody acts on.
• Use ticket data, call data, customer feedback, and direct observation of the queue to find where performance is breaking down, and fix it.
• Balance consistency of standards with the reality that ISN, HIP, and Palmtech have different customers, workflows, and expectations.
• Lead a Distributed, Remote Workforce
• Manage a support organization that spans multiple time zones and includes both U.S.-based and international/offshore team members.
• Build workforce plans, shift coverage, and staffing models that match contact volume without over- or under-resourcing any region or shift.
• Own the quality and customer-experience gaps unique to a distributed model (connectivity, equipment, communication clarity, cultural and language fit) and drive the tools and training that close them.
• Develop remote team leads and frontline agents into a genuinely high-performing, accountable organization.
• Modernize the Tools and Systems Behind Support
• Serve as the internal expert on Intercom — ticketing, workflows, reporting, and admin configuration — and on Five9 for phone operations.
• Own and expand our use of Intercom's FIN AI agent.
• Maintain deep working knowledge of the CRM and mobile software our support team is troubleshooting every day.
• Evaluate new support and workforce technology and lead adoption end-to-end.
• Shape the AI-Powered Future of Support
• Bring a forward-thinking point of view on how AI and automation should reshape the support model over the next 12–24 months.
• Define where FIN AI (or other automation) should own resolution outright, where it should assist a human agent, and where human judgment remains non-negotiable.
• Partner with Product and Engineering to close feedback loops.
• Continuously push the organization to question whether current tools, staffing models, and workflows still fit.
• Financial and Cross-Functional Accountability
• Own the support operations budget, including labor, tooling, and any outsourced/offshore staffing costs.
• Track cost-per-contact and staffing efficiency, and build the business case for changes in tooling, staffing, or process.
• Act as the voice of support operations with Customer Success, Product, and Engineering leadership.
• Serve as an escalation point for the highest-priority customer and operational issues.

Benefits

• Pay Range: $116,300 - $162,800 Annually
• Eligible for long-term incentive awards, subject to program guidelines and approvals.
• Comprehensive coverage for health, life, and financial wellbeing.
• Three (3) Medical plan options, two (2) Dental plan options, and a Vision plan.
• Voluntary Critical Illness, Hospital Indemnity, and Accident plans.
• Pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts.
• Company paid Basic Life and AD&D, Short and Long-Term Disability benefits.
• Both traditional and Roth 401(k) plans available with discretionary employer match.
• Headspace and Brio Health as part of our employer paid wellbeing program.
• LifeBalance for year-round discounts on various services.
• Flexible paid vacation, company-paid holidays, paid sick time, paid parental leave, identity theft program, and travel assistance.