Support Operations Manager

Join Boulevard as a Support Operations Manager, where you will be the primary owner of operations within the Support organization. You will report to the VP of Revenue Operations and manage the day-to-day administration of our tools and processes, as well as the execution of strategic initiatives in partnership with Support leadership. Your role will involve optimizing our Support tech stack, executing strategy, designing and implementing data flows, maintaining dashboards, and collaborating with cross-functional stakeholders. This is a fully remote position with a range of benefits including flexible vacation, 401k match, health benefits, and a quarterly bonus.

• Gérer l'administration quotidienne de nos outils et processus, ainsi que l'exécution des initiatives stratégiques en partenariat avec la direction du support.
• Assurer l'administration et l'optimisation de notre pile technologique de support (Salesforce, Intercom, Jira), y compris les intégrations qui permettent des transitions sans faille.
• Collaborer étroitement avec les opérations de revenus et les parties prenantes interfonctionnelles pour garantir la cohérence des données, des outils et de la conception des processus.

• 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
• 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
• Effective project management skills with experience managing cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes
• Familiarity with workflow automation tools and integrations across business systems
• Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots. (Salesforce and Intercom or similar are preferred.)
• Resourcefulness, ability to research problems, and leverage available resources
• Comfortable balancing reactive support requests, operational administration, strategic projects, and ad hoc asks while prioritizing based on business impact
• 3-5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment
• 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
• Experience presenting on projects, initiatives, and OKRs to cross-functional and senior audiences, translating operational work into clear business impact
• 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
• Hands-on Owner - You're comfortable rolling up your sleeves to configure tools, troubleshoot issues, and keep operations running smoothly
• High Accountability - You act like an owner, hold yourself to high standards, and move with speed and accuracy
• Continuous Improver - You proactively identify gaps and bring forward solutions that drive measurable impact
• Operational Expert - You understand support operations best practices and know how to implement them effectively