Support Operations Manager

Boulevard

4d•Remote

About The Position

Boulevard is seeking a Support Operations Manager to be the primary owner of operations within the Support organization. This role reports to the VP of Revenue Operations, focusing on the day-to-day administration of tools and processes, and the execution of strategic initiatives in partnership with Support leadership. The Support Operations Manager will act as a bridge between Support and Revenue Operations, ensuring alignment across systems, data, and processes. They will leverage industry best practices to identify improvements and implement scalable solutions to enhance the customer experience.

Requirements

3-5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment.
Experience supporting senior leaders (Director+) within multi-tiered Support orgs, with an understanding of how tiering structures, escalation paths, and management layers shape operational priorities and decision-making.
Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots. (Salesforce and Intercom or similar are preferred.)
Familiarity with workflow automation tools and integrations across business systems.
Strong analytical skills paired with deep fluency in Support metrics, data, and KPIs (e.g. SLA adherence, CSAT, ticket volume/backlog, resolution time).
Resourcefulness, ability to research problems, and leverage available resources.
Experience presenting on projects, initiatives, and OKRs to cross-functional and senior audiences, translating operational work into clear business impact.
Effective project management skills with experience managing cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes.
Comfortable balancing reactive support requests, operational administration, strategic projects, and ad hoc asks while prioritizing based on business impact.
Strong technical aptitude, with the ability to quickly learn new systems, understand how they fit together, and confidently apply that knowledge to solve business problems.

Responsibilities

Own administration and optimization of the Support tech stack (Salesforce, Intercom, Jira), including integrations that enable seamless handoffs, ensuring reliable day-to-day operations while continuously improving system performance.
Execute strategy in partnership with Support leadership, translating business objectives into operational processes, workflows, and tool configurations.
Design and implement flows that sync data from Intercom and Jira back to Salesforce, giving customer-facing teams visibility into customer interactions and reliable reporting.
Design and maintain dashboards in Intercom and Salesforce that measure Support KPIs, and provide high-level and ad hoc reporting/analysis to Support and CX leadership to enable data-driven decisions.
Proactively identify and implement automation, workflow improvements, and tooling enhancements, leveraging AI where it drives measurable impact.
Collaborate closely with Revenue Operations and cross-functional stakeholders with diverse working styles to ensure consistency in data, tooling, and process design, and to build alignment without direct authority.
Support change management, reporting, and Support influx for Boulevard product releases.
Maintain clear documentation of processes and workflows in Confluence, scaling operational knowledge across the team.

Benefits

Competitive base pay and performance bonus eligibility
Equity participation for all full-time employees
Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage
An annual $1,200 HSA employer contribution for eligible plans
100% covered dental, vision, life, and disability insurance
12 weeks of fully paid U.S. parental leave
Flexible paid time off
10 U.S. company holidays
$200 home office setup allowance
$50 monthly WFH reimbursement
$200 quarterly Boulevard Bucks
One Medical membership
Employee Assistant Program