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Boulevard · 3 months ago

Support Operations Manager

United States

Full-time

Remote

Mid, Senior Level

$77K/yr - $110K/yr

3+ years exp

Boulevard is a client experience platform for appointment-based self-care businesses. They are seeking a Support Operations Manager to oversee operations within the Support organization, manage tools and processes, and collaborate with leadership to enhance customer experience through strategic initiatives.

B2BConsultingInternetMarketingSaaS

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

Qualification

SalesforceSupport Ticketing platformsWorkflow automation toolsIntercomData analysisOperational best practicesProject managementCommunication skillsCollaboration skillsProblem-solving

Required

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