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.
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Manage a team of approximately 10 customer support agents handling customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support.
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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
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Experience implementing Fin AI from the ground up or rescuing a failed AI support implementation.
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Experience in ecommerce, fulfillment, logistics, retail, marketplaces, alcohol, or order-management support environments.
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Experience handling refund, dispute, chargeback, delivery issue, and customer complaint workflows.
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Experience creating CS dashboards, weekly KPI reports, SOPs, internal playbooks, and quality assurance scorecards.
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Experience working with technical teams to improve integrations, reporting, AI workflows, and automation logic.
Requirements
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Must be located in the United States.
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Bachelor’s degree required.
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Experience managing customer support teams of at least 10 people.
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Minimum 3 years of hands-on Intercom experience.
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Minimum 3 years of hands-on experience with Fin AI, Intercom’s AI agent, including setup, flow design, automation, and optimization.
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Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance.
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Experience managing chat, email, and phone support teams.
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Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes.
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Technical comfort with basic APIs, integrations, reporting exports, data analysis, and working with developers or consultants to complete support system improvements.
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Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend changes when needed.
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Excellent written and verbal communication skills.
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Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Benefits
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Hourly Rate: $30–$40/hour, depending on experience.
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Medical and dental benefits available.
