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: Remote Job Summary The 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 rem