Homelight

Support Operations Manager

Mexico

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Real Estate TechnologyIndustries

Support Operations Manager (Mexico)

Position Overview

HomeLight is seeking an experienced Support Operations Manager based in Mexico to lead and scale our customer support operations. This role involves managing the day-to-day performance of the support function, refining workflows, and driving operational excellence through technology, automation, and data-driven decision-making. The ideal candidate is a hands-on leader passionate about customer experience, process optimization, and team development.

Who We Are

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. Billions of dollars in real estate transactions flow through the HomeLight platform annually. Our vision is a world where every real estate transaction is simple, certain, and satisfying. We challenge the status quo daily while staying grounded in our goals and core values.

Responsibilities

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.

Requirements

  • Experience: 5+ years in customer support or support operations, with at least 2+ years in a leadership or managerial role, preferably in a tech or SaaS environment.
  • Language: Fluent in English, both written and spoken, with excellent communication skills across channels.
  • Tools: Experience with support tools such as HubSpot, Zendesk, Intercom, and analytics tools like Looker, Tableau, or similar.
  • Automation: Proficiency with automation platforms (e.g., Zapier, ChatGPT) and a track record of leveraging technology to streamline support.
  • Skills: Strong problem-solving, analytical, and organizational skills.
  • Leadership: Experience leading remote teams, ideally across multiple time zones.
  • Availability: Comfortable working US business hours (Pacific or Eastern Time Zone).
  • Mindset: Startup-ready mindset – flexible, resourceful, and eager to build in a fast-paced, ever-changing environment.

Working at HomeLight

  • A mission-driven company 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.

Company Information

HomeLight is building the future of real estate. We are 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.

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, nati.

Application Instructions

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Skills

Customer Support Management
Team Leadership
Support Platform Configuration
HubSpot
Zendesk
Intercom
Automation Tools
Zapier
ChatGPT
Data Analysis
Performance Metrics
Workflow Optimization
Documentation
Dashboard Reporting

Homelight

Real estate platform connecting buyers and sellers

About Homelight

HomeLight is a real estate technology platform that helps simplify the buying and selling of homes by connecting clients with top-performing local real estate agents. It uses data analysis to identify successful agents based on their sales records, making it easier for clients to find reputable help. In addition to agent matching, HomeLight offers tools like a home affordability calculator and a home value calculator, as well as connections to local lenders. The company's goal is to provide a comprehensive and user-friendly experience for home buyers and sellers.

Scottsdale, ArizonaHeadquarters
2012Year Founded
$290.4MTotal Funding
SERIES_DCompany Stage
Real EstateIndustries
201-500Employees

Benefits

Medical, dental, & vision benefits
Office-wide quarterly group wellness events
401k
Commuter & dependent FSA
Quarterly volunteering & community events
Choice of a Dell or Apple laptop
Mental wellbeing
PTO

Risks

Increased competition from AI-driven platforms may erode HomeLight's market share.
Integration challenges with Accept Inc. could affect operational efficiency.
Expansion of 'Buy Before You Sell' may strain resources, impacting service quality.

Differentiation

HomeLight uses AI to enhance agent-client matching, improving user experience.
The platform offers a 'Buy Before You Sell' product, expanding to 40 states.
HomeLight's acquisition of Accept Inc. strengthens its fintech capabilities.

Upsides

AI adoption in real estate boosts HomeLight's efficiency in client-agent matching.
The 'iBuying' trend complements HomeLight's services, enhancing market reach.
Big data analytics provide HomeLight with insights into market trends and behavior.

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