Support Operations Manager

hace 2 semanas

Ciudad de México HomeLight A tiempo completo

**Who We Are**: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**:**What You'll Do Here**: Lead Support Strategy & Execution- Develop and maintain support SLAs and KPIs, ensuring consistent, high-quality service delivery.Optimize Tools & WorkflowsOwn 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 & InsightsAnalyze 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).Refine AI & Automation StrategyManage 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 environmentFluent in English, both written and spoken, with excellent communication skills across channelsExperience with support tools such as HubSpot, Zendesk, Intercom, and analytics tools like Looker, Tableau, or similarProficiency with automation platforms (e.g., Zapier, ChatGPT) and a track record of leveraging technology to streamline supportStrong problem-solving, analytical, and organizational skillsExperience leading remote teams, ideally across multiple time zonesComfortable 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 confidenceThe opportunity to lead and scale a high-impact, tech-forward support functionA culture that values ownership, collaboration, and continuous learning- Competitive compensation and growth opportunities**Let's Chat**:We are happy to provide reasonable accommodations during the recruitment process upon request. All accommodation requests will be handled confidentially.LI-DSRemote

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