Job Description
<img src="https://we-work-remotely.imgix.net/logos/0171/5448/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Santee, California, United States <br /><strong>URL:</strong> <a href="https://vistafulfillmentgroup.com/">https://vistafulfillmentgroup.com/</a> </p> <p><strong>Remote — United States Only</strong><br><strong>Full-Time | 40 Hours/Week</strong><br><strong>Hourly Rate:</strong> $30-$40/hour, depending on experience<br><strong>Benefits:</strong> Medical and dental benefits available<br><strong>Reports To:</strong> COO</p> <h3>About the Role</h3> <p>Vista Fulfillment Group is hiring a full-time <strong>Customer Support Operations Manager</strong> to lead our customer support team and improve the systems, workflows, and response times behind our customer service operation.</p> <p>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 <strong>9:00 AM to 5:00 PM</strong>.</p> <p>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.</p> <p>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 <strong>Intercom</strong>, including inbox management, reporting, routing, workflows, automations, and help center structure. They must also have strong experience with <strong>Fin AI</strong>, Intercom's AI agent, including setup, flow design, automation planning, content structure, and implementation.</p> <p>Our current first response time averages around 48 hours. A major goal of this role is to reduce first response time to <strong>12 hours ideally, and no later than 24 hours</strong>, while improving ticket quality, accountability, and SLA performance.</p> <p></p> <h3>Preferred Experience</h3> <p>Experience implementing Fin AI from the ground up or rescuing a failed AI support implementation.</p> <p>Experience in ecommerce, fulfillment, logistics, retail, marketplaces, alcohol, or order-management support environments.</p> <p>Experience handling refund, dispute, chargeback, delivery issue, and customer complaint workflows.</p> <p>Experience creating CS dashboards, weekly KPI reports, SOPs, internal playbooks, and quality assurance scorecards.</p> <p>Experience working with technical teams to improve integrations, reporting, AI workflows, and automation logic.</p> <h3>Ideal Candidate</h3> <p>The ideal candidate is a hands-on customer support operator who can manage a team, improve accountability, and personally help build a better Intercom and Fin AI support system.</p> <p>This person should not only understand customer service management, but also know how to structure support workflows, build automations, analyze ticket data, and use AI to reduce manual workload without sacrificing service quality.</p> <p>We are looking for someone who can take a support department with a 48-hour average first response time and build the systems, team discipline, and automation needed to bring that down to 12-24 hours.</p> <p></p> <h3>Location</h3> <p>Remote, United States only.</p> <p><strong>Requirements</strong></p> <h3>Key Responsibilities</h3> <ul><li>Lead and manage a customer support team of approximately 10 agents handling tickets, refunds, disputes, order issues, chat, email, and phone support.</li></ul> <ul> <li>Monitor daily support performance, ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity.</li> <li>Reduce average first response time from approximately 24 hours to 12 hours ideally, and no later than 24 hours.</li> <li>Build, improve, and manage Intercom workflows, routing rules, inbox structure, automations, tags, macros, reporting dashboards, team assignments, and escalation paths.</li> <li>Lead the implementation of Fin AI, including flow design, AI response logic, help center content strategy, escalation rules, automation structure, and ongoing optimization.</li> <li>Work with developers, consultants, or internal technical resources when needed to properly implement Fin AI, integrations, reporting, and automation improve
