Senior Manager, Support Operations – Inspection

PORCH 💚

. Own day-to-day support performance across chat, email, and phone against SLA, CSAT, quality, first-response-time, and resolution-time targets .

Posted 10/5/2026full-timeRemote • Washington • United StatesSenior💰 $116,300 - $162,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing distributed support operations, optimizing performance metrics such as SLA and CSAT, and leveraging AI technologies for enhanced customer service. Proven ability to lead teams across multiple time zones while driving accountability and operational efficiency.

Highest-signal resume keywords

Intercom Ticketing WorkflowsFive9 Cloud Phone OperationsSupport KPI ImprovementBudget ManagementRemote Workforce Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Operations LeadershipData AnalysisPerformance MeasurementAI Support Agent ConfigurationWorkforce PlanningQuality AssuranceOperational ReportingStaffing ModelsSLA ManagementCSAT Improvement

Soft Skills

Strong Communication SkillsTeam DevelopmentProblem SolvingAccountabilityCollaboration

Tools & Technologies

IntercomFive9CRM SoftwareMobile SoftwareWorkforce Management Tools

Industry Keywords

Contact CenterCustomer SupportHome InspectionReal EstateHome ServicesAI-Driven AutomationOffshore Support ManagementVendor Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own day-to-day support performance across chat, email, and phone against SLA, CSAT, quality, first-response-time, and resolution-time targets
Build operating rhythms and reporting that create accountability
Analyze ticket data, call data, customer feedback, and queue observations to identify and fix performance breakdowns
Balance operating standards across ISN, HIP, and Palmtech brands and business units
Manage a distributed support organization spanning multiple time zones and U.S.-based and international/offshore team members
Build workforce plans, shift coverage, and staffing models aligned to contact volume
Address quality and customer-experience gaps in the distributed model through tools and training
Develop remote team leads and frontline agents into a high-performing organization
Serve as internal expert on Intercom ticketing, workflows, reporting, administration, and Five9 phone operations
Own and expand Intercom's FIN AI agent, defining autonomous resolution, human handoff, and performance measurement
Maintain working knowledge of CRM and mobile software supported by the team
Evaluate support and workforce technology and lead adoption end-to-end
Develop a 12–24 month AI and automation roadmap for support
Define where AI owns resolution, assists agents, or yields to human judgment
Partner with Product and Engineering to connect support feedback with product improvements
Own the support operations budget, including labor, tooling, and outsourced/offshore staffing costs
Track cost-per-contact and staffing efficiency and build business cases for operational changes
Represent Support Operations with Customer Success, Product, and Engineering leadership
Serve as escalation point for high-priority customer and operational issues

Requirements

What you’ll need

7+ years of progressive experience in support, contact center, or customer operations leadership
Direct management experience of managers and/or frontline teams
Hands-on experience managing a distributed or remote workforce across multiple time zones
Experience with international/offshore team members
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, including configuring, tuning, and measuring production performance
Experience with Five9 or a comparable cloud phone/contact center platform
Experience supporting CRM and mobile software products
Proven ability to improve support KPIs including SLA, CSAT, first-response time, quality, and productivity using data
Experience managing budgets, including labor and vendor/outsourced staffing costs
Strong written and verbal communication skills
Preferred: experience in home inspection, real estate, or home services
Preferred: experience across multiple brands or business units
Preferred: experience implementing or scaling AI-driven deflection, self-service, or automation
Preferred: familiarity with workforce management and quality assurance tooling
Preferred: experience managing offshore or outsourced support vendors/BPOs
Must be eligible to work in the United States; Porch Group does not consider applicants from Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, or West Virginia for remote positions

Benefits

Comp & perks

Long-term incentive awards, subject to program guidelines and approvals
Comprehensive health, life, and financial wellbeing coverage
Three medical plan options
Two dental plan options
Vision plan
Voluntary Critical Illness, Hospital Indemnity, and Accident plans
Partially employer-funded Health Savings Account
Healthcare, dependent care, and transportation Flexible Spending Accounts
Company-paid Basic Life and AD&D insurance
Short- and Long-Term Disability benefits
Voluntary Life and AD&D plans
Traditional and Roth 401(k) plans with discretionary employer match
Employer-paid Headspace wellbeing program with meditation, mindfulness, mental health coaching, clinical care, and confidential resources
Employer-paid Brio Health wellness tool with quarterly challenges and prizes
LifeBalance discounts for gym memberships, travel, appliances, movies, pet insurance, and more
Flexible paid vacation
Company-paid holidays, typically nine per year
Paid sick time
Paid parental leave
Identity theft program
Travel assistance
Fitness and other discount programs
Remote work arrangement
Virtual interviews