Job description
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 based in Mexico 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
Let’s Chat!
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.
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