Support Operations Manager
New
B
Boulevard Labs, Inc.SaaS Platform
Fully remoteFull-TimeManager
SalaryCompetitive base pay and performance bonus eligibility
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Job Details
- Experience
- 3-5+ years
- Required Skills
- Data AnalysisSalesforceJiraConfluenceSaaS
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.
- Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots (Salesforce and Intercom or similar 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.
- Effective project management skills with experience managing cross-functional initiatives.
- Comfortable balancing reactive support requests, operational administration, strategic projects, and ad hoc asks.
- Strong technical aptitude, with the ability to quickly learn new systems.
Responsibilities
- Own administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), including integrations that enable seamless handoffs.
- 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.
- 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 to ensure consistency in data, tooling, and process design.
- 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.
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