Sr. Manager of Support Operations, Inspection

Overview

Lead the day-to-day performance, tooling, and people leadership of Porch's Inspection support organization, a distributed team serving home inspectors across the ISN, HIP, and Palmtech brands.

What you'll do

• Drive day-to-day performance across chat, email, and phone against SLA, CSAT, quality, first-response time, and resolution-time targets.
• Build and maintain operating rhythms and reporting that create real accountability, using ticket data, call data, customer feedback, and queue observation to find and fix performance breakdowns.
• Balance consistency of standards with the different customers, workflows, and expectations of ISN, HIP, and Palmtech.
• Manage a support organization spanning multiple time zones, including U.S.-based and international/offshore team members.
• Build workforce plans, shift coverage, and staffing models that match contact volume without over- or under-resourcing any region or shift.
• Own quality and customer-experience gaps unique to a distributed model (connectivity, equipment, communication clarity, cultural and language fit) and drive the tools and training to close them.
• Develop remote team leads and frontline agents into a high-performing, accountable organization.
• Serve as the internal expert on Intercom (ticketing, workflows, reporting, admin configuration) and on Five9 for phone operations.
• Own and expand use of Intercom's FIN AI agent: decide what it resolves autonomously, where it hands off to a human, and how its performance is measured.
• Maintain working knowledge of the CRM and mobile software the support team troubleshoots daily.
• Evaluate new support and workforce technology (automation, QA tooling, workforce management platforms) and lead adoption end-to-end.
• Define a 12–24 month AI-powered support roadmap, specifying where automation owns resolution, where it assists agents, and where human judgment is required.
• Partner with Product and Engineering to close feedback loops between support insight and what gets built or fixed.
• Own the support operations budget, including labor, tooling, and outsourced/offshore staffing costs.
• Track cost-per-contact and staffing efficiency, and build business cases for changes in tooling, staffing, or process.
• Act as the voice of support operations with Customer Success, Product, and Engineering leadership.
• Serve as escalation point for the highest-priority customer and operational issues.

What you'll need

• 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), including 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, with enough understanding of the tools 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.

Nice to have

• 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.

Details

• Remote role in the United States; Porch does not consider applicants from Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, or West Virginia.
• Pay range $116,300 - $162,800 annually, reflecting experience, skillset, market, and geographic location.
• Eligible for long-term incentive awards, subject to program guidelines and approvals.