Support Operations Manager

***** This role is based in San Francisco CA - Office days are Wed and Thur *****

Who We Are

Were 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 thats 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 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 Youll Do Here

• Lead Support Strategy & Execution
• 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).
  
  
• Refine AI & Automation Strategy
• 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 thats 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

• Medical (Aetna or Kaiser) Dental & Vision (Guardian)
• Long-Term Disability & Short-Term Disability
• Hospital Indemnity Insurance Accident Plan and Employee Critical Illness (Guardian)
• 401k (Guideline) Life Insurance (Guardian) & Pet Insurance (Nationwide)
• Commuter benefits are offered in certain locations
• PTO including Volunteer Days to give back to your community
• Annual Anniversary Perks including professional development and sabbaticals!
• HomeLight Services to help you with buying and selling your home

Lets chat!

The following compensation information is provided to comply with job posting disclosure requirements in Colorado New York Washington and California.
Base Pay Range: $60000.00 - $70000.00base pay will vary depending on several factors such as the position location qualifications of the individual market conditions and other operational business requirements.

HomeLight is proud to be an equal opportunity employer. Were 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.