Support Operations Manager

Summary

Join HomeLight, a real estate technology company, as their Support Operations Manager based in Mexico. Lead and scale customer support operations, managing a remote team of specialists. Develop and maintain support SLAs and KPIs, ensuring high-quality service. Optimize support platforms, automation tools, and workflows. Analyze support trends and metrics to identify areas for improvement. Refine AI and automation strategies to enhance self-service and reduce ticket volume. Collaborate with other teams to advocate for customer needs and integrate AI into support processes. This role requires strong leadership, technical skills, and a passion for customer experience.

Requirements

• 5+ years of experience in customer support or support operations, with at least 2+ years in a leadership or managerial role, preferably in a tech or SaaS environment
• Fluent in English, both written and spoken, with excellent communication skills across channels
• Experience with support tools such as HubSpot, Zendesk, Intercom, and analytics tools like Looker, Tableau, or similar
• Proficiency with automation platforms (e.g., Zapier, ChatGPT) and a track record of leveraging technology to streamline support
• Strong problem-solving, analytical, and organizational skills
• Experience leading remote teams, ideally across multiple time zones
• Comfortable working US business hours (Pacific or Eastern Time Zone)
• Startup-ready mindset – flexible, resourceful, and eager to build in a fast-paced, ever-changing environment

Responsibilities

• Lead Support Strategy & Execution
• Manage and mentor a remote team of customer support specialists serving US-based customers across phone, email, and chat
• Develop and maintain support SLAs and KPIs, ensuring consistent, high-quality service delivery
• Optimize Tools & Workflows
• Own support platform configurations (e.g., HubSpot, Zendesk, Intercom), automation tools (Zapier, ChatGPT), and integrations with other internal systems
• Improve and maintain internal documentation, workflows, and customer-facing help centers
• Drive Data & Insights
• Analyze support trends and performance metrics to identify areas for improvement and proactively address root causes
• Build and maintain dashboards and reporting to measure support efficiency and customer satisfaction (e.g., CSAT, NPS)
• Refine AI & Automation Strategy
• Manage and continuously improve our AI-powered support bot to enhance self-service capabilities and reduce ticket volume
• Collaborate with Product, Engineering, and Ops teams to integrate AI into support processes where appropriate
• Be a Cross-Functional Partner
• Work closely with Product, Engineering, and Customer Success to advocate for customer needs and ensure a feedback loop from support to product development

Benefits

• A mission-driven company that’s transforming real estate and helping people move with confidence
• The opportunity to lead and scale a high-impact, tech-forward support function
• A culture that values ownership, collaboration, and continuous learning
• Competitive compensation and growth opportunities