Sr. Manager of Support Operations, Inspection

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home.As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.Job Title: Sr. Manager of Support Operations, InspectionLocation: United StatesWorkplace Type: RemoteJob SummaryThe future is bright for the Porch Group, and we'd love for you to be a part of it as ourSenior Manager of Support Operations, Inspection.Porch's Inspection vertical spans multiple brands and business units — including ISN, HIP, and Palmtech — serving thousands of home inspectors and the customers they work with every day. Our support organization is the front line of that relationship: a distributed team spread across time zones and geographies (including U.S.-based and international support staff), handling everything from routine account questions to complex product troubleshooting across web and mobile platforms.We're hiring a Sr. Manager of Support Operations to own the day-to-day performance, tooling, and people-leadership of that organization. This is not a caretaker role. Support is entering an era where AI agents handle a growing share of volume, where the line between “self-service” and “human escalation” is being redrawn in real time, and where the leader who gets this right will define what best-in-class inspection-industry support looks like — not just replicate what already exists.You'll own the metrics (SLA, CSAT, first-response time, cost-to-serve, staffing efficiency), the tools (Intercom, Intercom's FIN AI agent, Five9, and the CRM and mobile platforms our teams support), and the people (a distributed, partly remote and partly offshore workforce). And you'll be expected to bring a point of view on where AI should carry the load versus where a person needs to be in the loop — then build the roadmap to get there.What You Will Do as a Sr. Manager of Support Operations, Inspection:Own Support Operations PerformanceDrive day-to-day performance across support channels (chat, email, phone) against SLA, CSAT, quality, first-response time, and resolution-time targets.Build and maintain the operating rhythms and reporting that create real accountability — not just dashboards nobody acts on.Use ticket data, call data, customer feedback, and direct observation of the queue to find where performance is breaking down, and fix it.Balance consistency of standards with the reality that ISN, HIP, and Palmtech have different customers, workflows, and expectations.Lead a Distributed, Remote WorkforceManage a support organization that spans multiple time zones and includes both U.S.-based and international/offshore team members — with all the coverage, quality, and consistency challenges that come with that.Build workforce plans, shift coverage, and staffing models that match contact volume without over- or under-resourcing any region or shift.Own the quality and customer-experience gaps unique to a distributed model (connectivity, equipment, communication clarity, cultural and language fit) and drive the tools and training that close them.Develop remote team leads and frontline agents into a genuinely high-performing, accountable organization — not just a monitored one.Modernize the Tools and Systems Behind SupportServe as the internal expert on Intercom — ticketing, workflows, reporting, and admin configuration — and on Five9 for phone operations.Own and expand our use of Intercom's FIN AI agent: what it should resolve autonomously, where it should hand off to a human, and how we measure whether it's actually working.Maintain deep working knowledge of the CRM and mobile software our support team is troubleshooting every day, so tooling decisions are grounded in what agents and customers actually experience.Evaluate new support and workforce technology (automation, QA tooling, workforce management platforms) and lead adoption end-to-end — not just selection.Shape the AI-Powered Future of SupportBring a forward-thinking point of view on how AI and automation should reshape the support model over the next 12–24 months, and turn that into an actual roadmap.Define where FIN AI (or other automation) should own resolution outright, where it should assist a human agent, and where human judgment remains non-negotiable.Partner with Product and Engineering to close feedback loops between what support sees every day and what gets built or fixed.Continuously push the organization to question whether current tools, staffing models, and workflows still fit — rather than defending the status quo.Financial and Cross-Functional AccountabilityOwn the support operations budget, including labor, tooling, and any outsourced/offshore staffing costs.Track cost-per-contact and staffing efficiency, and build the business case for changes in tooling, staffing, or process.Act as the voice of support operations with Customer Success, Product, and Engineering leadership — surfacing risks, trends, and improvement opportunities clearly and early.Serve as an escalation point for the highest-priority customer and operational issues, bringing urgency and sound judgment.What You Will Bring as a Sr. Manager of Support Operations, Inspection:7+ years of progressive experience in support, contact center, or customer operations leadership, including direct management of managers and/or frontline teams.Hands-on experience managing a distributed or remote workforce, ideally including international/offshore team members, across multiple time zones.Deep, hands-on experience with Intercom, including ticketing workflows, reporting, and administration.Direct experience with Intercom's FIN AI (or a comparable AI support agent) — configuring, tuning, and measuring its performance in production.Experience with Five9 or a comparable cloud phone/contact center platform.Experience supporting CRM and mobile software products — you understand the tools your team is troubleshooting well enough to make good calls about workflows and escalation paths.Proven ability to own and move support KPIs (SLA, CSAT, first-response time, quality, productivity) using data.Experience managing a budget, including labor and vendor/outsourced staffing costs.Strong written and verbal communication skills, with the ability to translate operational detail into clear priorities for leadership.Preferred QualificationsExperience in the home inspection, real estate, or home services industry.Experience across multiple brands or business units with differing operating needs.Experience implementing or scaling AI-driven deflection, self-service, or automation in a support organization.Familiarity with workforce management (WFM) and quality assurance tooling.Experience managing offshore or outsourced support vendors/BPOs.The application window for this position is anticipated to close in 2 weeks (10 business days) from 09/28/2026. Please know this may change based on business and interviewing needsAt this time, Porch Group does not consider applicants from the following states for remote positions: Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, and West Virginia.What You Will Get As A Porch Group Team MemberPay Range*: $116,300 - $162,800 Annually*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.You will be eligible to receive long-term incentive awards, subject to program guidelines and approvals. Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose.Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis.We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits. We also offer Voluntary Life and AD&D plans.Both traditional and Roth 401(k) plans are available with a discretionary employer match.Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.Our wellness programs include flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave, identity theft program, travel assistance, and fitness and other discounts programs.What’s next?Submit your application and our Porch Group Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.SummaryLocation: US WA Remote - Non SeattleType: Full time