Sr. Manager of Support Operations, Inspection

Porch.com, Inc.; Washington; Hybrid; USD 116,000 - 163,000; Full time

Benefits offered by this job

Medical plan options

Dental plan options

Vision plan

401(k) with employer match

Headspace wellbeing program

Paid vacations and holidays

Job summary

Porch Group is seeking a Senior Manager of Support Operations for its Inspection portfolio. The role leads a distributed, mostly remote team across time zones, owning performance, tooling, and people leadership in ISN, HIP, and Palmtech.

You will shape AI-driven support, set SLA/CSAT targets, and modernize Intercom and Five9 usage to improve customer outcomes. The successful candidate will partner with Product and Engineering to close feedback loops and drive improvements, ensuring scalable,

Qualifications

• 7+ years of progressive experience in support or customer operations leadership.
• Experience managing a distributed or remote workforce across multiple time zones.
• Hands-on experience with Intercom ticketing workflows, reporting, and administration.
• Direct experience with Intercom's FIN AI — configuring, tuning, and measuring its performance.
• Experience with Five9 or a cloud phone/CC platform.
• Experience supporting CRM and mobile software products.
• Proven ability to own and move support KPIs using data.
• Experience managing a budget, including labor and vendor staffing.

Responsibilities

• Own the day-to-day performance across support channels against SLA, CSAT, first-response time, and resolution-time targets.
• Build operating rhythms and reporting that enable accountability.
• Use data and direct observation to identify and fix performance issues.
• Lead a distributed, remote workforce across time zones and regions.

Skills

Distributed workforce leadership

Intercom

Five9

AI in support

Customer operations

Budget management

Remote team management

Communication

Education

Bachelor's degree or equivalent

Tools

Intercom FIN AI

CRM systems

Job description

Job Details

Job Title: Sr. Manager of Support Operations

Inspection Location: United States

Workplace Type: Remote

The future is bright for the Porch Group, and we'd love for you to be a part of it as our Senior Manager of Support Operations, Inspection. Porch's Inspection vertical spans multiple brands and business units — including ISN, HIP, and Palmtech — serving thousands of home inspectors and the customers they work with every day. Our support organization is the front line of that relationship: a distributed team spread across time zones and geographies (including U.S.-based and international support staff), handling everything from routine account questions to complex product troubleshooting across web and mobile platforms. We're hiring a Sr. Manager of Support Operations to own the day-to-day performance, tooling, and people-leadership of that organization. This is not a caretaker role. Support is entering an era where AI agents handle a growing share of volume, where the line between "self-service" and "human escalation" is being redrawn in real time, and where the leader who gets this right will define what best-in-class inspection-industry support looks like — not just replicate what already exists. You'll own the metrics (SLA, CSAT, first-response time, cost-to-serve, staffing efficiency), the tools (Intercom, Intercom's FIN AI agent, Five9, and the CRM and mobile platforms our teams support), and the people (a distributed, partly remote and partly offshore workforce). And you'll be expected to bring a point of view on where AI should carry the load versus where a person needs to be in the loop — then build the roadmap to get there.

Own Support Operations Performance

Drive day-to-day performance across support channels (chat, email, phone) against SLA, CSAT, quality, first-response time, and resolution-time targets.

Build and maintain the operating rhythms and reporting that create real accountability — not just dashboards nobody acts on.

Use ticket data, call data, customer feedback, and direct observation of the queue to find where performance is breaking down, and fix it.

Balance consistency of standards with the reality that ISN, HIP, and Palmtech have different customers, workflows, and expectations.

Lead a Distributed, Remote Workforce

Manage a support organization that spans multiple time zones and includes both U.S.-based and international/offshore team members — with all the coverage, quality, and consistency challenges that come with that.

Build workforce plans, shift coverage, and staffing models that match contact volume without over-or under-resourcing any region or shift.

Own the quality and customer-experience gaps unique to a distributed model (connectivity, equipment, communication clarity, cultural and language fit) and drive the tools and training that close them.

Develop remote team leads and frontline agents into a genuinely high-performing, accountable organization — not just a monitored one.

Modernize the Tools and Systems Behind Support

Serve as the internal expert on Intercom — ticketing, workflows, reporting, and admin configuration — and on Five9 for phone operations.

Own and expand our use of Intercom's FIN AI agent: what it should resolve autonomously, where it should hand off to a human, and how we measure whether it's actually working.

Maintain deep working knowledge of the CRM and mobile software our support team is troubleshooting every day, so tooling decisions are grounded in what agents and customers actually experience.

Evaluate new support and workforce technology (automation, QA tooling, workforce management platforms) and lead adoption end-to-end — not just selection.

Shape the AI-Powered Future of Support

Bring a forward-thinking point of view on how AI and automation should reshape the support model over the next 12-24 months, and turn that into an actual roadmap.

Define where FIN AI (or other automation) should own resolution outright, where it should assist a human agent, and where human judgment remains non-negotiable.

Partner with Product and Engineering to close feedback loops between what support sees every day and what gets built or fixed.

Continuously push the organization to question whether current tools, staffing models, and workflows still fit — rather than defending the status quo.

Financial and Cross-Functional Accountability

Own the support operations budget, including labor, tooling, and any outsourced/offshore staffing costs.

Track cost-per-contact and staffing efficiency, and build the business case for changes in tooling, staffing, or process.

Act as the voice of support operations with Customer Success, Product, and Engineering leadership — surfacing risks, trends, and improvement opportunities clearly and early.

Serve as an escalation point for the highest-priority customer and operational issues, bringing urgency and sound judgment.

What You Will Bring

• 7+ years of progressive experience in support, contact center, or customer operations leadership, including direct management of managers and/or frontline teams.
• Hands-on experience managing a distributed or remote workforce, ideally including international/offshore team members, across multiple time zones.
• Deep, hands-on experience with Intercom, including ticketing workflows, reporting, and administration.
• Direct experience with Intercom's FIN AI (or a comparable AI support agent) — configuring, tuning, and measuring its performance in production.
• Experience with Five9 or a comparable cloud phone/contact center platform.
• Experience supporting CRM and mobile software products — you understand the tools your team is troubleshooting well enough to make good calls about workflows and escalation paths.
• Proven ability to own and move support KPIs (SLA, CSAT, first-response time, quality, productivity) using data.
• Experience managing a budget, including labor and vendor/outsourced staffing costs.
• Strong written and verbal communication skills, with the ability to translate operational detail into clear priorities for leadership.

Preferred Qualifications

• Experience in the home inspection, real estate, or home services industry.
• Experience across multiple brands or business units with differing operating needs.
• Experience implementing or scaling AI-driven deflection, self-service, or automation in a support organization.
• Familiarity with workforce management (WFM) and quality assurance tooling.
• Experience managing offshore or outsourced support vendors/BPOs.

Application Window

The application window for this position is anticipated to close in 2 weeks (10 business days) from 09/28/2026. Please know this may change based on business and interviewing needs.

At this time, Porch Group does not consider applicants from the following states for remote positions: Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, and West Virginia.

What You Will Get As A Porch Group Team Member

Pay Range*: $116,300 - $162,800 Annually *Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.

You will be eligible to receive long-term incentive awards, subject to program guidelines and approvals.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing. Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose. Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis. We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options. We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits. We also offer Voluntary Life and AD&D plans. Both traditional and Roth 401(k) plans are available with a discretionary employer match. Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation. Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes. LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more. Our wellness programs include flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave, identity theft program, travel assistance, and fitness and other discounts programs.

Our Culture and Values

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

Company Overview

We are a leading vertical software and insurance platform and are positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. Porch differentiates and looks to win in the massive and growing homeowners insurance opportunity by: 1) Providing the best services for homebuyers 2) Being led by advantaged underwriting in insurance 3) Protecting your whole home

Our values guide us in everything we do, from individual everyday tasks to high-level strategic planning: No Jerks / No Egos Be Ambitious Solve Each Problem Care Deeply Together We Win

At Porch Group we’re committed to an inclusive work culture where everyone is respected. We trust our team members with significant responsibilities, which creates true ownership opportunities and meaningful contributions. This culture of empowerment and accountability drives individual personal growth and our overall company's success!

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED. Today, we are a truly global team hiring for positions (many fully remote) across the United States, Mexico, and India.