Support Operations Manager

Who you are

• 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, with an understanding of how tiering structures, escalation paths, and management layers shape operational priorities and decision-making
• Proven 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 paired with deep fluency in Support metrics, data, and KPIs (e.g. SLA adherence, CSAT, ticket volume/backlog, resolution time). Comfortable continually monitoring data to surface trends, actionable insights, and operational gaps before they become problems
• Resourcefulness, ability to research problems, and leverage available resources
• Experience presenting on projects, initiatives, and OKRs to cross-functional and senior audiences, translating operational work into clear business impact
• Effective project management skills with experience managing cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes
• Comfortable balancing reactive support requests, operational administration, strategic projects, and ad hoc asks while prioritizing based on business impact
• Strong technical aptitude, with the ability to quickly learn new systems, understand how they fit together, and confidently apply that knowledge to solve business problems
• Operational Expert - You understand support operations best practices and know how to implement them effectively
• Hands-on Owner - You're comfortable rolling up your sleeves to configure tools, troubleshoot issues, and keep operations running smoothly
• Relationship Builder - You align closely with Support leadership and RevOps, work effectively across seniority levels and working styles, and build the trust needed to drive progress without direct authority
• Continuous Improver - You proactively identify gaps and bring forward solutions that drive measurable impact
• High Accountability - You act like an owner, hold yourself to high standards, and move with speed and accuracy

What the job involves

• We are looking for a Support Operations Manager to be the primary owner of operations within the Support organization
• In this role you will report to the VP of Revenue Operations as we believe in the power of centralized operations across Sales, Marketing and Customer Experience
• You will manage both the day-to-day administration of our tools and processes and the execution of strategic initiatives in partnership with Support leadership
• In this role, you’ll serve as the bridge between Support and Revenue Operations, ensuring alignment across systems, data, and processes
• You’ll bring a deep understanding of industry best practices, proactively identify areas for improvement, and implement scalable solutions that empower our Support team to deliver a seamless end-to-end customer experience
• Own administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), including integrations that enable seamless handoffs, ensuring reliable day-to-day operations while continuously improving system performance
• 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 to enable data-driven decisions
• 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 with diverse working styles to ensure consistency in data, tooling, and process design, and to build alignment without direct authority
• 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

Benefits

• Premier Health Benefits - 100% coverage plan options from Blue Shield of CA, Beam, and VSP
• Flexible Vacation & PTO
• Quarterly Bonus - Get rewarded when we reach our revenue targets
• 401k Match
• Boulevard Bucks - Get $200 to experience a Boulevard partner or self-care provider every quarter
• $250 upon signing and $75 monthly for your home workspace
• Fully Remote