Sr. Manager of Support Operations, Inspection

Porch Group•Seattle, WA

3d•$116,300 - $162,800•Remote

About The Position

The future is bright for the Porch Group, and we'd love for you to be a part of it as our Senior Manager of Support Operations, Inspection. Porch's Inspection vertical spans multiple brands and business units — including ISN, HIP, and Palmtech — serving thousands of home inspectors and the customers they work with every day. Our support organization is the front line of that relationship: a distributed team spread across time zones and geographies (including U.S.-based and international support staff), handling everything from routine account questions to complex product troubleshooting across web and mobile platforms. We're hiring a Sr. Manager of Support Operations to own the day-to-day performance, tooling, and people-leadership of that organization. This is not a caretaker role. Support is entering an era where AI agents handle a growing share of volume, where the line between “self-service” and “human escalation” is being redrawn in real time, and where the leader who gets this right will define what best-in-class inspection-industry support looks like — not just replicate what already exists. You'll own the metrics (SLA, CSAT, first-response time, cost-to-serve, staffing efficiency), the tools (Intercom, Intercom's FIN AI agent, Five9, and the CRM and mobile platforms our teams support), and the people (a distributed, partly remote and partly offshore workforce). And you'll be expected to bring a point of view on where AI should carry the load versus where a person needs to be in the loop — then build the roadmap to get there.

Requirements

7+ years of progressive experience in support, contact center, or customer operations leadership, including direct management of managers and/or frontline teams.
Hands-on experience managing a distributed or remote workforce, ideally including international/offshore team members, across multiple time zones.
Deep, hands-on experience with Intercom, including ticketing workflows, reporting, and administration.
Direct experience with Intercom's FIN AI (or a comparable AI support agent) — configuring, tuning, and measuring its performance in production.
Experience with Five9 or a comparable cloud phone/contact center platform.
Experience supporting CRM and mobile software products — you understand the tools your team is troubleshooting well enough to make good calls about workflows and escalation paths.
Proven ability to own and move support KPIs (SLA, CSAT, first-response time, quality, productivity) using data.
Experience managing a budget, including labor and vendor/outsourced staffing costs.
Strong written and verbal communication skills, with the ability to translate operational detail into clear priorities for leadership.

Nice To Haves

Experience in the home inspection, real estate, or home services industry.
Experience across multiple brands or business units with differing operating needs.
Experience implementing or scaling AI-driven deflection, self-service, or automation in a support organization.
Familiarity with workforce management (WFM) and quality assurance tooling.
Experience managing offshore or outsourced support vendors/BPOs.

Responsibilities

Own Support Operations Performance: Drive day-to-day performance across support channels (chat, email, phone) against SLA, CSAT, quality, first-response time, and resolution-time targets. Build and maintain the operating rhythms and reporting that create real accountability — not just dashboards nobody acts on. Use ticket data, call data, customer feedback, and direct observation of the queue to find where performance is breaking down, and fix it. Balance consistency of standards with the reality that ISN, HIP, and Palmtech have different customers, workflows, and expectations.
Lead a Distributed, Remote Workforce: Manage a support organization that spans multiple time zones and includes both U.S.-based and international/offshore team members — with all the coverage, quality, and consistency challenges that come with that. Build workforce plans, shift coverage, and staffing models that match contact volume without over- or under-resourcing any region or shift. Own the quality and customer-experience gaps unique to a distributed model (connectivity, equipment, communication clarity, cultural and language fit) and drive the tools and training that close them. Develop remote team leads and frontline agents into a genuinely high-performing, accountable organization — not just a monitored one.
Modernize the Tools and Systems Behind Support: Serve as the internal expert on Intercom — ticketing, workflows, reporting, and admin configuration — and on Five9 for phone operations. Own and expand our use of Intercom's FIN AI agent: what it should resolve autonomously, where it should hand off to a human, and how we measure whether it's actually working. Maintain deep working knowledge of the CRM and mobile software our support team is troubleshooting every day, so tooling decisions are grounded in what agents and customers actually experience. Evaluate new support and workforce technology (automation, QA tooling, workforce management platforms) and lead adoption end-to-end — not just selection.
Shape the AI-Powered Future of Support: Bring a forward-thinking point of view on how AI and automation should reshape the support model over the next 12–24 months, and turn that into an actual roadmap. Define where FIN AI (or other automation) should own resolution outright, where it should assist a human agent, and where human judgment remains non-negotiable. Partner with Product and Engineering to close feedback loops between what support sees every day and what gets built or fixed. Continuously push the organization to question whether current tools, staffing models, and workflows still fit — rather than defending the status quo.
Financial and Cross-Functional Accountability: Own the support operations budget, including labor, tooling, and any outsourced/offshore staffing costs. Track cost-per-contact and staffing efficiency, and build the business case for changes in tooling, staffing, or process. Act as the voice of support operations with Customer Success, Product, and Engineering leadership — surfacing risks, trends, and improvement opportunities clearly and early. Serve as an escalation point for the highest-priority customer and operational issues, bringing urgency and sound judgment.

Benefits

Comprehensive coverage for your health, life, and financial wellbeing.
Three (3) Medical plan options, two (2) Dental plan options, and a Vision plan.
Voluntary Critical Illness, Hospital Indemnity and Accident plans.
Pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.
Company paid Basic Life and AD&D, Short and Long-Term Disability benefits.
Voluntary Life and AD&D plans.
Both traditional and Roth 401(k) plans are available with a discretionary employer match.
Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.
Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.
LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.
Flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave, identity theft program, travel assistance, and fitness and other discounts programs.
Long-term incentive awards