Senior Support Operations Manager

The role

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 c…

What we expect

• 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