Support Operations Manager

4 weeks, 1 day ago
Full-time
Mid Level
Customer and Technical Support
Boulevard

Boulevard

Boulevard is the leading Client Experience Platform for appointment-based self care businesses, offering seamless online scheduling, messaging, and payments to enhance client experiences and drive revenue.

Diversified Consumer Services
251-1K
Founded 2016
$108M raised

Description

  • Own and optimize Boulevard’s Support technology stack, including Salesforce, Intercom, Jira, and related integrations.
  • Translate Support business objectives into operational processes, workflows, and tool configurations.
  • Design data flows between Intercom, Jira, and Salesforce to improve visibility and reporting.
  • Create and maintain Support KPI dashboards and provide strategic and ad hoc analysis.
  • Identify and implement automation, workflow improvements, tooling enhancements, and AI-enabled solutions.
  • Collaborate with Revenue Operations and cross-functional stakeholders to align data, systems, and processes.
  • Support change management, reporting, and Support capacity planning for product releases.
  • Document processes and workflows in Confluence to scale operational knowledge.
  • Present projects, initiatives, and OKRs to senior and cross-functional audiences.

Requirements

  • 3–5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment.
  • Experience supporting Director-level or senior leaders within multi-tiered Support organizations.
  • Expertise administering and optimizing Support ticketing platforms and AI chatbots; Salesforce and Intercom experience preferred.
  • Familiarity with workflow automation tools and integrations across business systems.
  • Strong understanding of Support metrics and KPIs, including SLA adherence, CSAT, ticket volume, backlog, and resolution time.
  • Experience managing cross-functional projects, communicating tradeoffs, mitigating risks, and delivering outcomes.
  • Strong analytical, technical, research, and problem-solving skills.
  • Experience presenting operational initiatives and business impact to senior stakeholders.
  • Ability to balance reactive requests, system administration, strategic projects, and ad hoc work based on business impact.
  • Demonstrated resourcefulness, ownership, relationship-building, and continuous improvement mindset.

Benefits

  • Competitive base pay with performance bonus eligibility.
  • Equity participation for all full-time employees.
  • Medical coverage with up to 100% employee premium coverage and 75% dependent coverage.
  • Annual $1,200 HSA employer contribution for eligible plans.
  • Company-paid dental, vision, life, and disability insurance.
  • 12 weeks of fully paid U.S. parental leave.
  • Flexible paid time off and 10 U.S. company holidays.
  • Fully remote work with a $200 home office allowance and $50 monthly work-from-home reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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