Vista Fulfillment Group: Customer Support Operations Manager - Intercom & Fin AI
Headquarters: Santee, California, United States
URL: https://vistafulfillmentgroup.com/
Job Details
- Location: Remote — United States Only
- Employment Type: Full-Time | 40 Hours/Week
- Hourly Rate: $30-$40/hour, depending on experience
- Benefits: Medical and dental benefits available
- Reports To: COO
- Schedule: Monday – Friday, 9:00 AM – 5:00 PM
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 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 (inbox management, reporting, routing, workflows, automations, and help center structure) and Fin AI (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.
- Experience working with technical teams to improve integrations, reporting, AI workflows, and automation logic.
Key Responsibilities
- Lead and manage a customer support team of approximately 10 agents.
- 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 12–24 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, and ongoing optimization.
- Work with developers, consultants, or internal technical resources to implement Fin AI, integrations, and automation improvements.
- Analyze Intercom reports and support data to identify bottlenecks, agent performance issues, and workflow gaps.
- Create and maintain SOPs for ticket handling, refunds, disputes, escalations, and support standards.
- Train customer support agents on Intercom usage, Fin AI workflows, and communication standards.
- Review team performance and recommend staffing changes, coaching plans, or workflow adjustments.
- Ensure support operations meet partner expectations and that SLA risks are identified and escalated quickly.
- Work closely with the COO, operations, fulfillment, account management, and developers to improve customer experience.
Required Qualifications
- 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 (setup, flow design, automation, and optimization).
- Strong understanding of customer support KPIs (first response time, resolution time, backlog, SLA compliance, CSAT, etc.).
- Experience managing chat, email, and phone support teams.
- Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, and help center content.
- Technical comfort with basic APIs, integrations, reporting exports, and data analysis.
- Strong leadership skills with the ability to coach, train, and hold agents accountable.
- Excellent written and verbal communication skills.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Benefits
- Hourly Rate: $30-$40/hour, depending on experience, leadership background, and technical ability.
- Medical and dental benefits are available.