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Salary: USD 102,000 - 130,000 / annual
Lighthouse is an AI-powered commercial strategy platform for hospitality, trusted by tens of thousands of hotels globally including all top 15 chains. With $370M in Series C funding and $100M+ ARR, the company is scaling rapidly across 850+ employees in 35 countries.
As Senior Support Operations Manager, you will lead the orchestration of systems, processes, and people behind Lighthouse's global support experience, ensuring AI and human support work seamlessly together. This is a builder-operator role with direct ownership of core operational disciplines: support systems management, quality assurance, process improvement, analytics, workforce planning, and go-to-market readiness.
Key responsibilities include:
- Own the architecture, administration, and governance of Intercom and the wider support technology ecosystem, including a three-year automation roadmap and Q1 2027 tooling RFP
- Architect and launch multi-tier enterprise and Indie support models by Q1 2027, covering customer/product entitlements, routing, metering, reporting, SLA tracking, and escalation management
- Co-design a headless support experience connecting Intercom's Fin API with Ernest (the AI product), ensuring content accuracy for both human and AI support
- Own support KPIs and operating reviews, translating customer trends into recommendations for quality, resource allocation, forecasting, capacity planning, and productivity
- Partner with AI Project Manager and Regional Customer Care Directors on AI orchestration, quality assurance, and continuous improvement
- Lead operational change across the global support organization (65 people, follow-the-sun model, 12,000–14,000 cases monthly), including tool adoption, agent efficiency, and product launches
You'll work at the intersection of customer operations, product, engineering, and business intelligence, shaping how 85,000+ users worldwide experience Lighthouse support.
