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Lighthouse

Senior Support Operations Manager

Lighthouse · Dallas-Fort Worth Metroplex; Denver Metropolitan Area

Posted 15 days ago · $102,000.00 - $130,000.00

or apply directly on Lighthouse's site. We never take the application ourselves.

Is this posting real?

This role has been open
15 days
Lighthouse's roles stay open a median of 39 days
Reposted
No
Salary listed
Yes
23% of Lighthouse's roles list one
Ghost-job risk at Lighthouse
high
24 stale, 2 reposted of 60 open
Hiring momentum
90 roles opened in the last 90 days
↑ up vs. the prior 90 days
Last confirmed on the employer's board
2026-09-17

Measured from postings appearing on and disappearing from Lighthouse's own greenhouse board since 2026-08-03. Full hiring picture for Lighthouse.

About this role

As a Senior Support Operations Manager at Lighthouse, you will oversee the systems and processes that enhance the global support experience, integrating AI and human support. Your role involves managing support systems, improving processes, and collaborating with various teams to ensure efficient support for Lighthouse's expanding AI product suite. You will also be responsible for developing support models and ensuring the organization is prepared for upcoming system launches.

Our read on this posting4.4out of 5
benefits
5/5
freshness
4/5
career value
4/5
role clarity
4/5
pay transparency
5/5

Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Lighthouse as an employer.

What you need

  • Significant experience in support operations, customer experience operations, process optimisation, or a related field
  • Hands-on experience administering, configuring, or scaling support platforms, AI or automation tooling, and analytics tools
  • Strong understanding of case intake, routing, escalation, service entitlements, and response and resolution service level agreements
  • A track record of designing and implementing operational transformation, including quality assurance, performance management, process improvement, and monthly or quarterly reviews
  • Experience partnering across Support, Product, Engineering, automation, data, and business intelligence teams
  • Ability to translate complex service requirements into system architecture, workflows, governance, change plans, and organisational processes

Nice to have

  • Direct Intercom administration or architecture experience
  • Experience with Zendesk or another established software-as-a-service support platform
  • Strong support operations experience gained with a newer or less widely used support platform
  • Broader operations experience combined with meaningful hands-on Intercom expertise

What you get

  • Competitive compensation
  • Flexible working environment
  • Flexible time off
  • 401k matching: Up to 4%
  • Health insurance with 99% company contribution to the base plan
  • Vision and Dental Insurance with company contributions

Worth weighing

  • The role involves significant responsibility in a fast-paced environment, which may require managing competing priorities across multiple teams and time zones.
  • No specific mention of the technology stack or tools beyond Intercom and general support platforms, which may affect the role's technical depth.
  • The position is hybrid, which may require flexibility in work location and hours.

Summarised from Lighthouse's posting. Read the full original.

Listed by Lighthouse on their greenhouse job board, last confirmed open on 2026-09-17. PitchMeAI is not the employer.

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