Senior AI-Powered Support Operations Lead

Lighthouse Io

United States

Hybrid

USD 102,000 - 130,000

Full time

14 days+

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Benefits offered by this job

401k matching

Health insurance

Parental leave

Wellbeing support

Flexible time off

Equity participation

Job summary

Lighthouse, a leading hospitality AI platform, seeks a Senior Support Operations Manager to orchestrate the systems, processes, and people behind Lighthouse’s global support. You’ll ensure AI and human support work together as one high-performing system, evolve Intercom, and shape enterprise and Indie support readiness by Q1 2027.

You will help scale a global team (~65) and partner across Product, Engineering, BI, and automation to deliver a best-in-class support experience for Lighthouse’s

Qualifications

Significant experience in support operations, customer experience, or related field.
Hands-on experience administering or scaling support platforms and analytics tools.
Strong understanding of case routing, escalation, entitlements, and SLAs.
Proven track record of operational transformation with measurable impact.

Responsibilities

Own the architecture and governance of the support technology ecosystem.
Launch multi-tier enterprise and Indie support models by Q1 2027.
Collaborate with Product, Engineering, BI, and automation teams.
Lead global operational change, including weekend/on-call coverage and training.
Drive KPI reviews and data-driven recommendations.

Skills

Support operations

SaaS experience

Intercom administration

Data analytics

Cross-functional collaboration

Tools

Intercom

Zendesk

Automation tooling

Job description

You will help scale a global team (~65) and partner across Product, Engineering, BI, and automation to deliver a best-in-class support experience for Lighthouse’s

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