Fulfillment & Support Manager

About the role

We are looking for a Fulfillment & Support Manager to own and continuously improve our end‑to‑end customer delivery process. This player‑coach position requires you to learn every step of the workflow, then step back to design, document, and scale the operation.

Key responsibilities

• Master the full LLC filing workflow across 50 states + DC, including EIN/SS‑4, registered agent, BOI, operating agreements, S‑corp, and annual reports.
• Own order tracking from intake to completion, ensuring every order has a clear status and owner.
• Identify bottlenecks that cause state rejections or poor support experiences and redesign the workflow.
• Create detailed, repeatable SOPs that survive staff turnover.
• Scale processes to handle higher volume with fewer errors and less manual effort.
• Monitor fulfillment quality and customer communication, guaranteeing accuracy, timeliness, and brand consistency.
• Drive key metrics such as first‑attempt approval rates and support response times, reporting weekly to management.
• Coach a small remote team, set quality benchmarks, and enforce standards.

Required profile

• Proven track record building or revamping a messy fulfillment or back‑office operation.
• Fast learner of complex, rules‑heavy processes and ability to translate them into clear documentation.
• Obsessive about order visibility; nothing should sit unattended.
• Mindset focused on workflow redesign rather than isolated task handling.
• Comfortable holding remote team members accountable to defined standards.

Required skills

• Intercom