About this role
Role Description
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 is a remote position open to candidates located anywhere in the United States. The schedule is a standard 40-hour work week, Monday through Friday, with availability required during business hours from 9:00 AM to 5:00 PM.
Manage a team of approximately 10 customer support agents handling customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support. Reduce first response time from approximately 48 hours to 12 hours ideally, and no later than 24 hours, while improving ticket quality, accountability, and SLA performance.
Qualifications
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.
Requirements
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, Intercom’s AI agent, including setup, flow design, automation, and optimization. Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance. Experience managing chat, email, and phone support teams. Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes. Technical comfort with basic APIs, integrations, reporting exports, data analysis, and working with developers or consultants to complete support system improvements. Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend changes when needed. 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. Medical and dental benefits available.