Fulfillment & Support Manager

About the role

We are looking for a Fulfillment & Support Manager to own and continuously improve the end‑to‑end delivery process for our customers. In this player‑coach position you will first master every step of filing LLCs and supporting customers, then design and lead a scalable operation that ensures fast, accurate, and compliant service.

Key responsibilities

• Learn the full workflow for filing LLCs, EINs, registered agent services, BOI reports, operating agreements, S‑corp elections, and annual reports across all 50 states + DC.
• Track each order from intake to completion, ensuring clear status, ownership, and timely fulfillment.
• Identify bottlenecks, state rejections, or support issues and redesign workflows to eliminate them.
• Document step‑by‑step SOPs that survive staff turnover.
• Scale processes to handle increasing volume while reducing errors and manual effort.
• Monitor quality of order fulfillment and customer communications, ensuring responses are accurate, on‑time, and on‑brand.
• Own key metrics such as first‑attempt approval rates and support response times, reporting weekly to management.
• Coach and train a small remote team, establishing clear performance standards.

Required profile

• Proven experience building or revamping an operational process rather than merely maintaining an existing one.
• Strong analytical mindset with the ability to spot inefficiencies and implement systematic improvements.
• Excellent written communication skills to create clear SOPs and customer messages.
• Leadership ability to train, mentor, and hold a remote team accountable.

Required skills

• Intercom (customer support platform)