Headquarters: Santee, California, United States
URL: https://vistafulfillmentgroup.com/
Remote — United States Only
Full-Time | 40 Hours/Week
Hourly Rate: $30-$40/hour, depending on experience
Benefits: Medical and dental benefits available
Reports To: COO
About the Role
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.
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.
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 Intercom, including inbox management, reporting, routing, workflows, automations, and help center structure. They must also have strong experience with Fin AI, Intercom's AI agent, including setup, flow design, automation planning, content structure, and implementation.
Our current first response time averages around 48 hours. A major goal of this role is to reduce first response time to 12 hours ideally, and no later than 24 hours, while improving ticket quality, accountability, and SLA performance.
Preferred Experience
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.
Ideal Candidate
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.
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.
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.
Location
Remote, United States only.
Requirements
Key Responsibilities
- Lead and manage a customer support team of approximately 10 agents handling tickets, refunds, disputes, order issues, chat, email, and phone support.
- Monitor daily support performance, ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity.
- Reduce average first response time from approximately 24 hours to 12 hours ideally, and no later than 24 hours.
- Build, improve, and manage Intercom workflows, routing rules, inbox structure, automations, tags, macros, reporting dashboards, team assignments, and escalation paths.
- Lead the implementation of Fin AI, including flow design, AI response logic, help center content strategy, escalation rules, automation structure, and ongoing optimization.
- Work with developers, consultants, or internal technical resources when needed to properly implement Fin AI, integrations, reporting, and automation improvements.
- Analyze Intercom reports and support data to identify bottlenecks, agent performance issues, recurring customer problems, workflow gaps, and automation opportunities.
- Create and maintain SOPs for ticket handling, refunds, disputes, escalations, SLA standards, phone support, chat support, and email support.
- Train customer support agents on Intercom usage, Fin AI workflows, support quality expectations, communication standards, escalation procedures, and performance goals.
- Review team performance and recommend staffing changes, coaching plans, disciplinary actions, promotions, or workflow adjustments to leadership.
- Ensure support operations meet partner expectations and that SLA risks are identified and escalated quickly.
- Work closely with the COO, operations team, fulfillment team, account management, and developers to improve customer experience and resolve recurring issues.
Required Qualifications
- 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
- This is a full-time hourly role with a rate of $30-$40/hour, depending on experience, leadership background, Intercom expertise, Fin AI implementation experience, and technical ability.
- Medical and dental benefits are available.