Senior Support Operations Lead for AI-Driven SaaS

Lighthouse; United States; Hybrid; USD 102,000 - 130,000; Full time

Benefits offered by this job

401k matching

Health insurance

Hybrid work option

Flexible work environment

Job summary

Lighthouse is seeking a Senior Support Operations Manager in the United States (Denver, CO or Dallas, TX) to own the orchestration of our global support systems, processes, and people. You’ll align Intercom, product, engineering, and BI teams to scale AI-enabled support and deliver a high‑performing experience.

You’ll drive enterprise and Indie support models, develop KPIs, and lead change across a follow-the-sun organization, including weekends and on‑call coverage, with a strong focus on

Qualifications

• Significant experience in support operations or customer experience, preferably in a high-growth SaaS environment.
• Hands-on experience administering, configuring, or scaling support platforms (Intercom, Zendesk, etc.).
• Strong understanding of case intake, routing, escalation, SLAs, and service entitlements.
• Proven track record implementing operational transformation with measurable impact.
• Excellent cross-functional collaboration and stakeholder management.

Responsibilities

• Own the orchestration of support systems, processes, and people behind Lighthouse’s global support experience.
• Scale AI-enabled support across teams and ensure integration of human and AI capabilities.
• Define and manage enterprise and Indie support models, entitlements, routing, SLAs, and escalation.
• Lead KPIs, performance reviews, forecasting, and capacity planning.
• Drive operational change across a globally distributed team, including weekends and on-call coverage.

Skills

Support operations

Customer experience

SaaS operations

Data analysis

Stakeholder management

Tools

Intercom

Zendesk

BI tools

Job description

Lighthouse is seeking a Senior Support Operations Manager in the United States (Denver, CO or Dallas, TX) to own the orchestration of our global support systems, processes, and people. You’ll align Intercom, product, engineering, and BI teams to scale AI-enabled support and deliver a high‑performing experience.

You’ll drive enterprise and Indie support models, develop KPIs, and lead change across a follow-the-sun organization, including weekends and on‑call coverage, with a strong focus on