Senior Support Operations Manager

<div class="content-intro"><p><span style="font-size: 12pt;"><strong>Our Mission: Why Lighthouse?&nbsp;</strong></span></p> <p><span style="font-size: 12pt;">At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.&nbsp;</span></p> <p><span style="font-size: 12pt;">With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.</span></p> <p><span style="font-size: 12pt;"><strong>Lighthouse Values: Our guiding light</strong></span></p> <p><span style="font-size: 12pt;">We are&nbsp;<strong><span style="color: rgb(253, 130, 55);">Lumineers</span></strong>. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment</span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><span style="color: rgb(253, 130, 55);"><strong>Pursuit of greatness</strong></span>: We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><span style="color: rgb(253, 130, 55);"><strong>Meaningful work matters</strong></span>: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><span style="color: rgb(253, 130, 55);"><strong>Elevate each other</strong></span>: We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals</span></li> </ul> <p><span style="font-size: 12pt;">We’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀</span></p></div><p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Job Details</strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">💼 Customer Operations&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">📍 United States - Denver, CO or Dallas, TX&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">🕜 Full-Time Hybrid&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>💰</strong> Compensation</span> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Salary Range: $102,000.00 - $130,000.00</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Equity: This role is eligible for our stock option plan&nbsp;</span></li> </ul> </li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>What you will do</strong></span></p> <p><span style="font-size: 12pt;">As a <strong>Senior Support Operations Manager</strong>, 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 closely with Product, Engineering, Support leadership, automation, and business intelligence teams to scale support for Lighthouse’s expanding AI product suite, including Ernest. You will also help shape a headless, API-to-API support model and prepare the organisation to launch enterprise and refreshed Indie support systems by Q1 2027.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Where you will have impact</strong></span></p> <ul> <li style="font-size: 12pt;" value="1"><span style="font-size: 12pt;">Own the architecture, administration, governance, and continued development of Intercom and the wider support technology ecosystem, including a three-year automation roadmap and the planned Q1 2027 tooling RFP</span></li> <li style="font-size: 12pt;" value="2"><span style="font-size: 12pt;">Architect and launch multi-tier enterprise and Indie support models by Q1 2027, covering customer and product entitlements, routing, metering, reporting, SLA tracking, escalation management, and service-credit avoidance</span></li> <li style="font-size: 12pt;" value="3"><span style="font-size: 12pt;">Co-design and continuously improve a headless support experience connecting the Intercom Fin API with Ernest, while ensuring content and data sources remain accurate and ready for human and AI support</span></li> <li style="font-size: 12pt;" value="4"><span style="font-size: 12pt;">Own support KPIs and operating reviews, translating customer trends and performance data into recommendations for quality, resource allocation, forecasting, capacity planning, deflection, and productivity</span></li> <li style="font-size: 12pt;" value="5"><span style="font-size: 12pt;">Partner with the AI Project Manager and Regional Customer Care Directors on AI orchestration, quality assurance, AutoQA, conversation analysis, and continuous improvement across AI and human interactions</span></li> <li style="font-size: 12pt;" value="6"><span style="font-size: 12pt;">Partner with Product, Engineering, business intelligence, automation, and Support leadership to align support functionality, APIs, data flows, escalation paths, and frontline readiness with evolving products</span></li> <li style="font-size: 12pt;" value="7"><span style="font-size: 12pt;">Lead operational change across the global support organisation, including weekend and on-call coverage, tool and workflow adoption, agent efficiency, and high-quality product launches</span></li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>About our team</strong></span></p> <p><span style="font-size: 12pt;">You will work within a global support organisation of approximately 65 people, operating a follow-the-sun model and handling 12,000–14,000 cases each month. The team is scaling its service model, automation, quality assurance, and enterprise support capabilities, with close partnerships across automation, engineering, business intelligence, and other support teams.</span></p> <p><span style="font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif;"><strong>What's in it for you?</strong></span></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Impactful work: Shape products relied on by 85,000+ users worldwide.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Competitive compensation: Proactively maintained to value your work.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible working environment: Work from home or at one of our global offices.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible time off: Autonomy to manage your work-life balance.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">401k matching: Up to 4%.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Employee Assistance Program: 100% confidential and free.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Employer paid Short Term Disability + $50,000 Life Insurance&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Wellbeing support: Subsidized up to 80% ClassPass subscription.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Referral bonus: Earn rewards for bringing in new talent.</span></li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Who you are</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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</span></li> <li style="font-size: 12pt;" value="2"><span style="font-size: 12pt;">Hands-on experience administering, configuring, or scaling support platforms, AI or automation tooling, and analytics tools</span></li> <li style="font-size: 12pt;" value="3"><span style="font-size: 12pt;">Strong understanding of case intake, routing, escalation, service entitlements, and response and resolution service level agreements</span></li> <li style="font-size: 12pt;" value="4"><span style="font-size: 12pt;">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</span></li> <li style="font-size: 12pt;" value="5"><span style="font-size: 12pt;">Experience partnering across Support, Product, Engineering, automation, data, and business intelligence teams, with strong stakeholder management and communication skills</span></li> <li style="font-size: 12pt;" value="6"><span style="font-size: 12pt;">Ability to translate complex service requirements into system architecture, workflows, governance, change plans, and organisational processes that distributed teams can adopt successfully</span></li> <li style="font-size: 12pt;" value="7"><span style="font-size: 12pt;">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</span></li> <li style="font-size: 12pt;" value="8"><span style="font-size: 12pt;">Comfort bringing structure and calm to a fast-paced, ambiguous, globally distributed environment with competing priorities across multiple teams and time zones</span></li> <li style="font-size: 12pt;" value="9"><span style="font-size: 12pt;">Strong knowledge of core Customer Care disciplines, including workforce management, forecasting, capacity planning, escalation management, and continuous improvement</span></li> <li style="font-size: 12pt;" value="10"><span style="font-size: 12pt;">Experience managing AI content or knowledge data sources and understanding how they support AI-powered customer experiences</span></li> </ul> <p><span style="font-size: 12pt;"><strong>We welcome</strong></span></p> <ul> <li style="font-size: 12pt;" value="1"><span style="font-size: 12pt;">Direct Intercom administration or architecture experience</span></li> <li style="font-size: 12pt;" value="2"><span style="font-size: 12pt;">Experience with Zendesk or another established software-as-a-service support platform where the platform was configured and scaled</span></li> <li style="font-size: 12pt;" value="3"><span style="font-size: 12pt;">Strong support operations experience gained with a newer or less widely used support platform</span></li> <li style="font-size: 12pt;" value="4"><span style="font-size: 12pt;">Broader operations experience combined with meaningful hands-on Intercom expertise</span></li> </ul><div class="content-conclusion"><p><span style="font-size: 12pt;"><strong>Diversity, equity, inclusion, and belonging</strong></span></p> <p><span style="font-size: 12pt;">Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.</span></p> <p><span style="font-size: 12pt;">Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!</span></p> <hr> <p style="text-align: center;"><span style="color: rgb(253, 130, 55); font-size: 10pt;"><a style="color: rgb(253, 130, 55);" href="https://www.mylighthouse.com/company/careers" target="_blank"><strong>Learn more about our careers and recruitment process</strong></a>&nbsp;| <strong><a style="color: rgb(253, 130, 55);" href="https://www.mylighthouse.com/company/about" target="_blank">Our company and leadership team</a></strong> | <strong><a style="color: rgb(253, 130, 55);" href="https://www.mylighthouse.com/company/beware-of-recruitment-scams" target="_blank">Beware of recruitment scams</a></strong></span></p></div>