Vista Fulfillment Group

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.