Senior AI-Driven Support Operations Leader

AlleyCorp; Fort Worth (TX); Hybrid; USD 102,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401k matching

Flexible time off

Parental leave

Job summary

Lighthouse is seeking a Senior Support Operations Manager to orchestrate the global support ecosystem, merging AI and human agents for optimal performance. You will own Intercom-based tooling, QA, and process improvements across multiple regions, partnering with Product, Engineering, and BI teams to scale support for our AI product suite.

You will lead enterprise and Indie support initiatives, drive KPI reviews, and influence resource planning and forecasting while ensuring a high-quality

Qualifications

• Significant experience in support operations, preferably in SaaS or marketplace environments.
• Hands-on experience administering, configuring, or scaling support platforms like Intercom or Zendesk.
• Strong analytical skills with the ability to translate data into actionable insights.

Responsibilities

• Own the orchestration of support systems, processes, and people to enable a seamless AI-human support experience.
• Lead initiatives to improve QA, workforce planning, and SLA adherence across global teams.
• Collaborate with Product, Engineering, BI, and Automation to scale support for evolving products.
• Define and refine multi-tier enterprise and Indie support models, including entitlements and reporting.
• Manage weekend/on-call coverage, tooling adoption, and high-quality product launches.

Skills

Intercom admin

Support operations

Data analysis

Stakeholder management

Tools

Intercom

Zendesk

Job description

Lighthouse is seeking a Senior Support Operations Manager to orchestrate the global support ecosystem, merging AI and human agents for optimal performance. You will own Intercom-based tooling, QA, and process improvements across multiple regions, partnering with Product, Engineering, and BI teams to scale support for our AI product suite.

You will lead enterprise and Indie support initiatives, drive KPI reviews, and influence resource planning and forecasting while ensuring a high-quality