Senior Support Operations Manager

What you will do

As a Senior Support Operations Manager, you will own the orchestration of the systems, processes, and people behind Lighthouse’s global support experience, ensuring AI and human support work together as one coherent, high-performing system. This is a builder-operator role with direct ownership of core operational disciplines including support systems management, quality assurance, process improvement, insights and analytics, workforce planning, and go-to-market support readiness. You will evolve Intercom, introduce differentiated support entitlements and service level agreements, and partner closely with Product, Engineering, Support leadership, automation, and business intelligence teams to scale support for Lighthouse’s expanding AI product suite, including Ernest. You will also help shape a headless, API-to-API support model and prepare the organisation to launch enterprise and refreshed Indie support systems by Q1 2027.

Where you will have impact

• Own the architecture, administration, governance, and continued development of Intercom and the wider support technology ecosystem, including a three-year automation roadmap and the planned Q1 2027 tooling RFP
• Architect and launch multi-tier enterprise and Indie support models by Q1 2027, covering customer and product entitlements, routing, metering, reporting, SLA tracking, escalation management, and service-credit avoidance
• Co-design and continuously improve a headless support experience connecting the Intercom Fin API with Ernest, while ensuring content and data sources remain accurate and ready for human and AI support
• Own support KPIs and operating reviews, translating customer trends and performance data into recommendations for quality, resource allocation, forecasting, capacity planning, deflection, and productivity
• Partner with the AI Project Manager and Regional Customer Care Directors on AI orchestration, quality assurance, AutoQA, conversation analysis, and continuous improvement across AI and human interactions
• Partner with Product, Engineering, business intelligence, automation, and Support leadership to align support functionality, APIs, data flows, escalation paths, and frontline readiness with evolving products
• Lead operational change across the global support organisation, including weekend and on-call coverage, tool and workflow adoption, agent efficiency, and high-quality product launches

About our team

You will work within a global support organisation of approximately 65 people, operating a follow-the-sun model and handling 12,000–14,000 cases each month. The team is scaling its service model, automation, quality assurance, and enterprise support capabilities, with close partnerships across automation, engineering, business intelligence, and other support teams.

What's in it for you?

• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonus: Earn rewards for bringing in new talent.

Who you are

• Significant experience in support operations, customer experience operations, process optimisation, or a related field, ideally in a high-growth or complex SaaS, marketplace, B2B technology, or technology consulting environment
• Hands-on experience administering, configuring, or scaling support platforms, AI or automation tooling, and analytics tools
• Strong understanding of case intake, routing, escalation, service entitlements, and response and resolution service level agreements
• A track record of designing and implementing operational transformation, including quality assurance, performance management, process improvement, and monthly or quarterly reviews, with measurable business impact
• Experience partnering across Support, Product, Engineering, automation, data, and business intelligence teams, with strong stakeholder management and communication skills
• Ability to translate complex service requirements into system architecture, workflows, governance, change plans, and organisational processes that distributed teams can adopt successfully
• Strong analytical and problem-solving skills, with the ability to use data to build a narrative, influence leadership decisions, and explain measurable results from previous work
• Comfort bringing structure and calm to a fast-paced, ambiguous, globally distributed environment with competing priorities across multiple teams and time zones
• Strong knowledge of core Customer Care disciplines, including workforce management, forecasting, capacity planning, escalation management, and continuous improvement
• Experience managing AI content or knowledge data sources and understanding how they support AI-powered customer experiences

We welcome

• Direct Intercom administration or architecture experience
• Experience with Zendesk or another established software-as-a-service support platform where the platform was configured and scaled
• Strong support operations experience gained with a newer or less widely used support platform
• Broader operations experience combined with meaningful hands-on Intercom expertise