Remote Support Operations Lead - Data-Driven & Automation

Boulevard Labs, Inc.; Northern (KY); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive pay

Equity participation

Medical coverage

HSA contributions

Dental/Vision/Life.

Parental leave

Flexible PTO

WFH stipend

Boulevard Bucks

One Medical membership

Employee Assistance Program

Job summary

Boulevard Labs, Inc. is seeking a Support Operations Manager to own the operations within the Support organization.

You will report to the VP of Revenue Operations and manage day‑to‑day tool administration and the execution of strategic initiatives in partnership with Support leadership. You will design data flows between Intercom, Jira, and Salesforce, build dashboards to measure KPIs, and drive automation and AI‑driven improvements to deliver a seamless end‑to‑end customer experience.

Qualifications

• 3‑5+ years of experience in Support Operations, Business Operations, or similar in a fast‑paced SaaS environment.
• Experience supporting senior leaders (Director+) within multi‑tiered Support orgs.
• Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots (Salesforce and Intercom or similar).
• Familiarity with workflow automation tools and integrations across business systems.

Responsibilities

• Own admin and optimization of the Support tech stack (Salesforce, Intercom, Jira).
• Design and implement data flows between Intercom, Jira, and Salesforce.
• Create dashboards in Intercom and Salesforce to monitor KPIs and enable data‑driven decisions.
• Identify and implement automation and tooling enhancements, including AI where it adds value.
• Collaborate with Revenue Operations and cross‑functional teams to ensure data and process alignment.
• Support change management, reporting, and influx for product releases.
• Maintain clear process documentation in Confluence.

Skills

Support Operations

SaaS experience

Data analytics

KPIs & reporting

Cross-functional collaboration

Project management

Problem solving

Communication with leadership

AI tooling awareness

Tools

Salesforce

Intercom

Jira

Job description

Boulevard Labs, Inc. is seeking a Support Operations Manager to own the operations within the Support organization.

You will report to the VP of Revenue Operations and manage day‑to‑day tool administration and the execution of strategic initiatives in partnership with Support leadership. You will design data flows between Intercom, Jira, and Salesforce, build dashboards to measure KPIs, and drive automation and AI‑driven improvements to deliver a seamless end‑to‑end customer experience.