Support Operations Manager

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October 10

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Boulevard

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SaaS • Beauty • Wellness

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.

201 - 500 employees

☁️ SaaS

💄 Beauty

🧘 Wellness

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance. • Take a break whenever you need with our flexible vacation day policy. • Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. • Family planning resources and specialized support programs. • Equity: get ahead on the ground floor and grow with Boulevard. • Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.