Vista Fulfillment Group: Customer Support Operations Manager - Intercom & Fin AI | JobSetuu

Description

Job Overview

• Source: WeWorkRemotely

Job Description

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.

To apply: https://weworkremotely.com/remote-jobs/vista-fulfillment-group-customer-support-operations-manager-intercom-fin-ai

Expert Career Tips for Vista Fulfillment Group: Customer Support Operations Manager - Intercom & Fin AI Roles

To succeed in a competitive market as a Vista Fulfillment Group: Customer Support Operations Manager - Intercom & Fin AI, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Vista Fulfillment Group: Customer Support Operations Manager - Intercom & Fin AI requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Vista Fulfillment Group: Customer Support Operations Manager - Intercom & Fin AI position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.