Support Operations Manager

Come do the best work of your life at Boulevard.

We are looking for a Support Operations Manager to be the primary owner of operations within the Support organization. In this role you will report to the Director of Revenue Operations as we believe in the power of centralized operations across Sales, Marketing and Customer Experience. You will manage both the day-to-day administration of our tools and processes and the execution of strategic initiatives in partnership with Support leadership.

In this role, you’ll serve as the bridge between Support and Revenue Operations, ensuring alignment across systems, data, and processes. You’ll bring a deep understanding of industry best practices, proactively identify areas for improvement, and implement scalable solutions that empower our Support team to deliver a seamless end-to-end customer experience.

What you'll do here:

• 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.

What you'll need to thrive:

• 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.

Key attributes:

• Operational Expert - you understand support operations best practices and know how to implement them effectively.
• Hands-on Owner - you’re comfortable rolling up your sleeves to configure tools, troubleshoot issues, and keep operations running smoothly.
• Collaborative Partner - you align closely with Support leadership and RevOps to translate strategy into execution.
• Continuous Improver - you proactively identify gaps and bring forward solutions that drive measurable impact. 
• High Accountability - you act like an owner, hold yourself to high standards, and move with speed and accuracy.

How we’ll take care of you:  

Your starting budgeted cash compensation for this role is between $77,000 - $110,000, depending on your current skills, experience, training, and overall market demands. This total compensation range is subject to change, and there is always room for growth and advancement.