Senior Support Operations Leader for AI-Driven Hospitality

Lighthouse; Northern (KY); Hybrid; USD 102,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401k matching

Parental leave

Vision & Dental

Short Term Disability

Life Insurance

Flexible work environment

Wellbeing ClassPass subsidy

Referral bonus

Job summary

Lighthouse is seeking a Senior Support Operations Manager to orchestrate Lighthouse’s global support ecosystem, blending AI and human support for a seamless, high-performing service. You’ll drive Intercom-based architectures, SLAs, and enterprise support models while partnering with Product, Engineering, and BI teams to scale.

You’ll shape a headless, API-driven support model and prepare for enterprise launches by Q1 2027.

Qualifications

• Significant experience in support operations or customer experience operations.
• Hands-on experience administering, configuring, or scaling support platforms.
• Strong understanding of case intake, routing, escalation, SLAs.
• Track record of operational transformation with measurable impact.
• Experience partnering across Support, Product, Engineering, BI teams.
• Ability to translate complex service requirements into system architectures.
• Strong analytical skills and data-driven storytelling.
• Ability to work in a fast-paced, globally distributed environment.
• Deep knowledge of workforce management, forecasting, capacity planning, escalation.
• Experience managing AI content or knowledge data sources.

Responsibilities

• Own the architecture, administration, governance of Intercom and the wider support technology ecosystem.
• Launch multi-tier enterprise and Indie support models with entitlements, routing, and SLAs.
• Co-design headless support experience connecting Intercom Fin API with Ernest.
• Own support KPIs and operating reviews with data-driven recommendations.
• Partner with AI PM and regional directors on orchestration and QA.
• Align support functionality with evolving products across teams.
• Lead operational change including weekend/on-call coverage and tool adoption.

Skills

Intercom administration

AI & automation tooling

Workflow design

Data analytics

Stakeholder management

Customer care

Problem solving

Tools

Intercom

Zendesk

Job description

Lighthouse is seeking a Senior Support Operations Manager to orchestrate Lighthouse’s global support ecosystem, blending AI and human support for a seamless, high-performing service. You’ll drive Intercom-based architectures, SLAs, and enterprise support models while partnering with Product, Engineering, and BI teams to scale.

You’ll shape a headless, API-driven support model and prepare for enterprise launches by Q1 2027.