Support Operations Manager

***** This role is based in San Francisco, CA - Office days are Wed and Thur ***** Who We Are We’re 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 that’s 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 You’ll 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 that’s 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 Benefits and Perks 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 Let’s chat! The following compensation information is provided to comply with job posting disclosure requirements in Colorado, New York, Washington, and California. Base Pay Range: $60,000.00 - $70,000.00, b a se 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. We’re 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 .