Support Operations Manager

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Boulevard

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

Boulevard is a leading client experience platform designed for appointment-based, self-care businesses such as medspas, salons, spas, barbershops, and nail salons. With a focus on enhancing customer engagement and business efficiency, Boulevard offers a comprehensive suite of solutions including self-booking, client profiles, loyalty programs, payment systems, and marketing tools. The platform supports over 30,000 self-care professionals by streamlining scheduling, reports, and point-of-sale operations. Boulevard aims to elevate the self-care experience through innovative technology, empowering practitioners and delighting clients alike.

📋 Description

• Own administration and optimization of the Support tech stack, including Salesforce, Intercom, and Jira • Manage integrations that enable seamless handoffs and reliable day-to-day operations • Execute strategy with Support leadership by translating business objectives into processes, workflows, and tool configurations • Design and implement data flows from Intercom and Jira to Salesforce • Design and maintain Intercom and Salesforce dashboards measuring Support KPIs • Provide high-level and ad hoc reporting and analysis to Support and CX leadership • Identify and implement automation, workflow improvements, and tooling enhancements, including AI where impactful • Collaborate with Revenue Operations and cross-functional stakeholders on data, tooling, and process design • Support change management, reporting, and Support influx for product releases • Maintain process and workflow documentation in Confluence

🎯 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 organizations • Understanding of tiering structures, escalation paths, and management layers • Expertise administering and optimizing Support Ticketing platforms and AI chat bots • Salesforce and Intercom or similar are preferred • Familiarity with workflow automation tools and integrations across business systems • Strong analytical skills and fluency in Support metrics, data, and KPIs, including SLA adherence, CSAT, ticket volume/backlog, and resolution time • Resourcefulness and ability to research problems and leverage available resources • Experience presenting projects, initiatives, and OKRs to cross-functional and senior audiences • Effective project management skills for cross-functional initiatives • Ability to communicate tradeoffs, mitigate risks, and deliver outcomes • Ability to balance reactive support requests, operational administration, strategic projects, and ad hoc asks • Strong technical aptitude and ability to quickly learn new systems

🏖️ Benefits

• Competitive base pay and performance bonus eligibility • Equity participation for all full-time employees • Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage • Annual $1,200 HSA employer contribution for eligible plans • 100% covered dental, vision, life, and disability insurance • 12 weeks of fully paid U.S. parental leave • Flexible paid time off • 10 U.S. company holidays • Fully remote work • $200 home office setup allowance • $50 monthly WFH reimbursement • $200 quarterly Boulevard Bucks for well-being and industry connection • One Medical membership • Employee Assistant Program