Support Operations Manager

Boulevard

77d • $77,000 - $110,000

About The Position

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too. Come do the best work of your life at Boulevard.

Requirements

• 3-5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment.
• Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots. (Salesforce required. Intercom or similar preferred.)
• Familiarity with workflow automation tools and integrations across business systems.
• Strong analytical skills with the ability to surface insights and trends from complex data sets.
• Demonstrated ability to implement best practices in support operations and process design.
• Effective project management skills - you know how to manage operational initiatives of varying size and complexity, providing proactive status updates and delivering outcomes on time.
• Excellent communication and collaboration skills, with experience partnering across functions.
• Comfortable balancing tactical day-to-day responsibilities with longer-term optimization projects.

Responsibilities

• Administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), ensuring reliable day-to-day operations while continuously improving system performance.
• Execute strategy in partnership with Support leadership, translating business objectives into operational process, workflows, and tool configurations.
• Implement best practices for support operations, leverage automation and AI to streamline workflows and enhance customer outcomes.
• Manage system integrations across Intercom, Salesforce, GuideCX and ChurnZero to enable seamless handoffs between Onboarding, Customer Success, and Support.
• Design and implement flows that sync relevant data and information from Intercom and Jira back to Salesforce Cases, providing customer-facing teams with visibility to customer interactions and creating trustworthy reporting and analytics in Salesforce.
• Design and maintain dashboards in Intercom and Salesforce that measure Support KPIs and metrics, ensuring leadership has actionable insights.
• Provide high-level and in-depth ad hoc reporting and analysis to Support and CX Leadership, enabling data-driven decision making.
• Maintain clear documentation of processes and workflows in Confluence, scaling operational knowledge across the team.
• Collaborate closely with Revenue Operations to ensure consistency in data, tooling, and process design across the customer lifecycle.
• Proactively identify opportunities for automation, workflow improvement, and tooling enhancements, and partner with stakeholders to implement solutions.

Benefits

• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with a work from home stipend every month.
• Family planning resources and specialized support programs.
• Equity opportunities.
• Boulevard Bucks Learning and Development program allowing employees to explore businesses in the market we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees