Support Operations Manager
New
B
Boulevard Labs, Inc.SaaS, Self-care
Remote - USAFull-TimeManager
SalaryCompetitive base pay and performance bonus eligibility
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Job Details
- Experience
- 3-5+ years
- Required Skills
- Project ManagementData AnalysisSalesforceJiraConfluenceSaaS
Requirements
- 3-5+ years of experience in Support Operations, Business Operations, or similar role in a SaaS environment.
- Experience supporting senior leaders (Director+) within multi-tiered Support organizations.
- Proven expertise administering and optimizing Support Ticketing platforms (e.g., Salesforce, Intercom).
- Familiarity with workflow automation tools and system integrations.
- Strong analytical skills with deep fluency in Support metrics (SLA, CSAT, volume, resolution time).
- Resourcefulness and ability to research complex problems.
- Experience presenting projects and OKRs to senior, cross-functional audiences.
- Effective project management skills for cross-functional initiatives.
- Ability to balance reactive requests with long-term strategic projects.
- Strong technical aptitude for learning and connecting business systems.
Responsibilities
- Own administration and optimization of support tech stack (Salesforce, Intercom, Jira) and integrations.
- Execute strategy in partnership with Support leadership to translate business objectives into workflows.
- Design and implement data sync flows between Intercom, Jira, and Salesforce.
- Maintain dashboards measuring Support KPIs and provide reporting to leadership.
- Proactively identify and implement automation and tooling enhancements, leveraging AI.
- Collaborate with Revenue Operations and cross-functional stakeholders to ensure data and process consistency.
- Support change management and operational influx for product releases.
- Document processes and workflows in Confluence to scale operational knowledge.
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