Senior Support Operations Manager

The Hotels Network; Fort Worth (TX); Hybrid; USD 102,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401k matching

Flexible time off

Remote-friendly

Parental leave

Job summary

Lighthouse is seeking a Senior Support Operations Manager to own the orchestration of systems, processes, and people behind the global support experience. You will ensure AI and human support work together as a single, high-performing system and scale operations for Lighthouse's expanding product suite, including Ernest.

This builder-operator role requires coordinating support systems, QA, analytics, workforce planning, and partnerships with Product, Engineering, BI, and leadership.

Qualifications

• Significant experience in support operations, customer experience operations, or related field.
• Hands-on with administering or scaling support platforms and analytics tools.
• Strong understanding of case intake, routing, escalation, and SLAs.
• Track record of operational transformation with measurable impact.
• Ability to translate requirements into executable architectures.

Responsibilities

• Own the orchestration of the systems, processes, and people behind Lighthouse’s global support experience.
• Evolve Intercom, define entitlements and SLAs, and scale support for Lighthouse’s AI product suite.
• Lead automation, insights, workforce planning, and go-to-market readiness for new offerings.
• Co-design a headless support experience linking Intercom Fin API with Ernest.
• Own KPIs, performance reviews, and data-driven recommendations.
• Partner with Product, Engineering, BI, and leadership to align APIs and data flows.
• Drive operational change across the org including weekend/on-call coverage.

Skills

Support operations

Intercom administration

AI tooling

Data analytics

Stakeholder management

Tools

Intercom

Zendesk

BI tools

Job description

Our Mission: Why Lighthouse?

At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world’s largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

Lighthouse Values: Our guiding light

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

We’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship?

Job Details

• Customer Operations
• United States - Denver, CO or Dallas, TX
• Full-Time Hybrid
• Compensation
  • Salary Range: $102,000.00 - $130,000.00
  • Equity: This role is eligible for our stock option plan

What you will do

As a Senior Support Operations Manager, you will own the orchestration of the systems, processes, and people behind Lighthouse’s global support experience, ensuring AI and human support work together as one coherent, high-performing system. This is a builder-operator role with direct ownership of core operational disciplines including support systems management, quality assurance, process improvement, insights and analytics, workforce planning, and go-to-market support readiness. You will evolve Intercom, introduce differentiated support entitlements and service level agreements, and partner closely with Product, Engineering, Support leadership, automation, and business intelligence teams to scale support for Lighthouse’s expanding AI product suite, including Ernest. You will also help shape a headless, API-to-API support model and prepare the organisation to launch enterprise and refreshed Indie support systems by Q1 2027.

Where you will have impact

• Own the architecture, administration, governance, and continued development of Intercom and the wider support technology ecosystem, including a three-year automation roadmap and the planned Q1 2027 tooling RFP
• Architect and launch multi-tier enterprise and Indie support models by Q1 2027, covering customer and product entitlements, routing, metering, reporting, SLA tracking, escalation management, and service-credit avoidance
• Co-design and continuously improve a headless support experience connecting the Intercom Fin API with Ernest, while ensuring content and data sources remain accurate and ready for human and AI support
• Own support KPIs and operating reviews, translating customer trends and performance data into recommendations for quality, resource allocation, forecasting, capacity planning, deflection, and productivity
• Partner with the AI Project Manager and Regional Customer Care Directors on AI orchestration, quality assurance, AutoQA, conversation analysis, and continuous improvement across AI and human interactions
• Partner with Product, Engineering, business intelligence, automation, and Support leadership to align support functionality, APIs, data flows, escalation paths, and frontline readiness with evolving products
• Lead operational change across the global support organisation, including weekend and on-call coverage, tool and workflow adoption, agent efficiency, and high‑quality product launches

About our team

You will work within a global support organisation of approximately 65 people, operating a follow-the-sun model and handling 12,000–14,000 cases each month. The team is scaling its service model, automation, quality assurance, and enterprise support capabilities, with close partnerships across automation, engineering, business intelligence, and other support teams.

What's in it for you?

• Impactful work: Shape products relied on 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonus: Earn rewards for bringing in new talent.

Who you are

• Significant experience in support operations, customer experience operations, process optimisation, or a related field, ideally in a high-growth or complex SaaS, marketplace, B2B technology, or technology consulting environment
• Hands‑on experience administering, configuring, or scaling support platforms, AI or automation tooling, and analytics tools
• Strong understanding of case intake, routing, escalation, service entitlements, and response and resolution service level agreements
• A track record of designing and implementing operational transformation, including quality assurance, performance management, process improvement, and monthly or quarterly reviews, with measurable business impact
• Experience partnering across Support, Product, Engineering, automation, data, and business intelligence teams, with strong stakeholder management and communication skills
• Ability to translate complex service requirements into system architecture, workflows, governance, change plans, and organisational processes that distributed teams can adopt successfully
• Strong analytical and problem‑solving skills, with the ability to use data to build a narrative, influence leadership decisions, and explain measurable results from previous work
• Comfort bringing structure and calm to a fast‑paced, ambiguous, globally distributed environment with competing priorities across multiple teams and time zones
• Strong knowledge of core Customer Care disciplines, including workforce management, forecasting, capacity planning, escalation management, and continuous improvement
• Experience managing AI content or knowledge data sources and understanding how they support AI‑powered customer experiences

We welcome

• Direct Intercom administration or architecture experience
• Experience with Zendesk or another established software-as-a-service support platform where the platform was configured and scaled
• Strong support operations experience gained with a newer or less widely used support platform
• Broader operations experience combined with meaningful hands‑on Intercom expertise

Diversity, equity, inclusion, and belonging

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we’ve described, but you’re passionate about what we do and are a quick learner, we’d love to hear from you!