Support Operations Manager Mexico (Remote)

HomeLight; Mississippi; Remote; USD 80,000 - 120,000; Full time

Job summary

Join HomeLight as a Support Operations Manager and lead our customer support team to drive operational excellence in the real estate technology space. Your role will focus on optimizing workflows and ensuring high-quality service delivery. Ideal candidates will bring strong leadership experience, a passion for enhancing customer experiences, and expertise with support tools. Help us in transforming real estate transactions to be simple and satisfying for everyone involved.

Benefits

Competitive compensation

Growth opportunities

Mission-driven company culture

Qualifications

• 5+ years in customer support or support operations; 2+ years in leadership.
• Experience leading remote teams across multiple time zones.
• Fluent in English with strong communication skills.

Responsibilities

• Manage and mentor a remote customer support team across various channels.
• Develop and maintain support SLAs and KPIs.
• Analyze support trends and performance metrics for continuous improvement.

Skills

Customer experience

Process optimization

Data analysis

Problem solving

Tools

HubSpot

Zendesk

Intercom

Looker

Tableau

Zapier

ChatGPT

Job description

We’re building the future of real estate — today.
HomeLight is the essential technology platform used by hundreds of thousands of homebuyers and sellers to connect with top real estate agents and succeed at every stage of the real estate journey — whether that’s finding the right agent, securing a competitive mortgage, or ensuring a smooth, on-time closing.

Each year, billions of dollars in real estate transactions flow through the HomeLight platform. Our vision is a world where every real estate transaction is simple, certain, and satisfying for everyone involved.

At HomeLight, we challenge the status quo every day while staying grounded in our goals and core values — key ingredients to our shared success.

Who You Are

We are seeking an experienced Support Operations Manager based in Mexico to lead and scale our customer support operations. You will manage the day-to-day performance of our support function, refine workflows, and drive operational excellence through technology, automation, and data-driven decision-making. The ideal candidate will be a hands-on leader with a passion for customer experience, process optimization, and team development.

What You’ll Do Here

• Manage and mentor a remote team of customer support specialists serving US-based customers across phone, email, and chat.
• Develop and maintain support SLAs and KPIs, ensuring consistent, high-quality service delivery.

Optimize Tools & Workflows

• Own support platform configurations (e.g., HubSpot, Zendesk, Intercom), automation tools (Zapier, ChatGPT), and integrations with other internal systems.
• Improve and maintain internal documentation, workflows, and customer-facing help centers.

Drive Data & Insights

• Analyze support trends and performance metrics to identify areas for improvement and proactively address root causes.
• Build and maintain dashboards and reporting to measure support efficiency and customer satisfaction (e.g., CSAT, NPS).
• Manage and continuously improve our AI-powered support bot to enhance self-service capabilities and reduce ticket volume.
• Collaborate with Product, Engineering, and Ops teams to integrate AI into support processes where appropriate

Be a Cross-Functional Partner

• Work closely with Product, Engineering, and Customer Success to advocate for customer needs and ensure a feedback loop from support to product development.

What You Bring

• 5+ years of experience in customer support or support operations, with at least 2+ years in a leadership or managerial role, preferably in a tech or SaaS environment
• Fluent in English, both written and spoken, with excellent communication skills across channels
• Experience with support tools such as HubSpot, Zendesk, Intercom, and analytics tools like Looker, Tableau, or similar
• Proficiency with automation platforms (e.g., Zapier, ChatGPT) and a track record of leveraging technology to streamline support
• Strong problem-solving, analytical, and organizational skills
• Experience leading remote teams, ideally across multiple time zones
• Comfortable working US business hours (Pacific or Eastern Time Zone)
• Startup-ready mindset – flexible, resourceful, and eager to build in a fast-paced, ever-changing environment

Working at HomeLight:

• A mission-driven company that’s transforming real estate and helping people move with confidence
• The opportunity to lead and scale a high-impact, tech-forward support function
• A culture that values ownership, collaboration, and continuous learning
• Competitive compensation and growth opportunities

Let’s Chat!

HomeLight is proud to be an equal opportunity employer. We’re committed to building an inclusive, diverse workforce and providing a workplace free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications — regardless of race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, veteran status, or other protected status.

We are happy to provide reasonable accommodations during the recruitment process upon request. All accommodation requests will be handled confidentially.

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