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Fulfillment IQ

Scale WMS Consultant

Atlanta, GA · On-site +1

... remote across the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Open until Filled Salary Range: 80K - 100K USD per year (negotiable) About Fulfillment IQ (FIQ) At ...

Fulfillment IQ

Scale WMS Consultant

Atlanta, GA · Remote

... remote across the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Open until Filled Salary Range: 80K - 100K USD per year (negotiable) About Fulfillment IQ (FIQ) At ...

Metrolink Trains

Partnerships Coordinator

Los Angeles, CA · On-site +1

$70K - $108K/yr

At Will Full Time Remote Employment: Flexible/Hybrid Job Number: 23-2400226 Department: Marketing ... Coordinate sponsorship and advertising fulfillment by tracking contractual deliverables, campaign ...

Fulfillment IQ

Scale WMS Consultant

Atlanta, GA · On-site +1

... remote across the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Open until Filled Salary Range: 80K - 100K USD per year (negotiable) About Fulfillment IQ (FIQ) At ...

Happy Money

Senior Loan Fulfillment Specialist

Remote work doesn't mean less work, we work full-time jobs and show up to them fully every day ... Loan Fulfillment Specialists are expected to bring professionalism and positivity to every ...

Happy Money

Senior Loan Fulfillment Specialist

$48K - $55K/yr

Remote work doesn't mean less work, we work full-time jobs and show up to them fully every day ... Loan Fulfillment Specialists are expected to bring professionalism and positivity to every ...

Fulfillment IQ

MAWM Implementation Manager

Atlanta, GA · Remote

... remote across the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Fulfillment IQ is a supply chain engineering and transformation company that helps brands ...

Fulfillment IQ

WMS Consultant

Atlanta, GA · Remote

$100K/yr

... remote across the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Fulfillment IQ is a supply chain engineering and transformation company that helps brands ...

Fulfillment IQ

Lead WMS Consultant

Atlanta, GA · Remote

... remote within the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Fulfillment IQ is a supply chain engineering and transformation company that helps brands ...

Fulfillment IQ

Lead WMS Consultant

Atlanta, GA · On-site +1

... remote within the United States for exceptional candidates. Job Type: Full-time, Permanent Hiring ... Fulfillment IQ is a supply chain engineering and transformation company that helps brands ...

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Customer Support Operations Manager - Intercom & Fin AI

Vista Fulfillment Group

Santee, CA • On-site, Remote

$136K/yr

Full-time

Medical, Dental

Re-posted 11 days ago

Job description

Remote - United States Only
Full-Time 40 Hours/Week
Reports To: COO
About the Role
Vista Fulfillment Group is hiring a full-time Customer Support Operations Manager - Intercom & Fin AI 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.
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.
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.

Requirements
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, webhooks, n8n, integrations, automation design, reporting exports, and data analysis.
  • Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend team or workflow changes when needed.
  • Experience working with different stakeholders, including senior internal stakeholders.

Benefits
  • This is a full-time role with a salary of 60,000-80,000 USD/year, depending on experience, leadership background, Intercom expertise, Fin AI implementation experience, and technical ability.
  • Medical and dental benefits are available.

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