Support Operations Manager

Boulevard

9d•$71,800 - $90,000•Remote

About The Position

Boulevard is seeking a Support Operations Manager to own operations within the Support organization. The role combines day-to-day administration of Support tools and processes with strategic initiatives delivered in partnership with Support leadership. It serves as a bridge between Support and Revenue Operations, aligning systems, data, and processes while implementing scalable solutions that help the Support team deliver a seamless 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 Director-level or more senior leaders within multi-tiered Support organizations, including understanding how tiering structures, escalation paths, and management layers affect operational priorities and decisions.
Expertise administering and optimizing Support ticketing platforms and AI chatbots.
Familiarity with workflow automation tools and integrations across business systems.
Strong analytical skills and fluency in Support metrics, data, and KPIs, such as SLA adherence, CSAT, ticket volume and backlog, and resolution time.
Ability to monitor data and identify trends, actionable insights, and operational gaps.
Resourcefulness, research skills, and technical aptitude to learn systems and apply that knowledge to business problems.
Experience presenting projects, initiatives, and OKRs to cross-functional and senior audiences, and explaining operational work in terms of business impact.
Project management skills, including managing cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes.
Ability to balance reactive support requests, operational administration, strategic projects, and ad hoc work according to business impact.

Nice To Haves

Experience with Salesforce and Intercom, or similar Support platforms.

Responsibilities

Administer and optimize the Support technology stack, including Salesforce, Intercom, Jira, and integrations that enable reliable operations and seamless handoffs.
Partner with Support leadership to translate business objectives into operational processes, workflows, and tool configurations.
Design and implement flows that sync Intercom and Jira data back to Salesforce, improving customer-interaction visibility and reporting.
Design and maintain Intercom and Salesforce dashboards to measure Support KPIs, and provide high-level and ad hoc reporting and analysis to Support and CX leadership.
Identify and implement automation, workflow improvements, and tooling enhancements, using AI where it delivers measurable impact.
Collaborate with Revenue Operations and cross-functional stakeholders to align data, tooling, and process design.
Support change management, reporting, and Support influx related to Boulevard product releases.
Document processes and workflows in Confluence to scale operational knowledge across the team.

Benefits

Competitive base pay and eligibility for a performance bonus.
Equity participation for 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.
Dental, vision, life, and disability insurance with 100% coverage.
12 weeks of fully paid U.S. parental leave for all new parents.
Flexible paid time off and 10 U.S. company holidays.
Fully remote work arrangement.
$200 home office setup allowance and $50 monthly work-from-home reimbursement.
$200 quarterly Boulevard Bucks.
One Medical membership.
Employee Assistance Program.