Support Operations Manager, SaaS & Automation

Boulevard; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Boulevard is seeking a Support Operations Manager to lead the day-to-day administration of our Support tech stack and to drive scalable, end-to-end customer experiences. You will partner with the VP of Revenue Operations to align systems, data, and processes across Support, Sales, and Customer Experience.

You will implement automation, optimize workflows, and design dashboards to measure critical KPIs, enabling data-driven decisions and consistent, high-quality service as Boulevard grows in the

Qualifications

• 3–5+ years of experience in Support Operations or Business Operations in a SaaS environment.
• Experience supporting senior leaders (Director+) with multi-tiered Support orgs.
• Proven expertise administering and optimizing support ticketing platforms (Salesforce/Intercom or similar).
• Familiarity with workflow automation tools and integrations across business systems.
• Strong analytics and fluency in Support metrics (SLA, CSAT, tickets).
• Experience presenting projects and OKRs to cross-functional and senior audiences.

Responsibilities

• Own administration and optimization of the Support tech stack (Salesforce, Intercom, Jira).
• Translate business objectives into operational processes, workflows, and tooling configurations.
• Design data flows from Intercom/Jira back to Salesforce for visibility and reporting.
• Build dashboards in Intercom and Salesforce to measure Support KPIs and provide reporting.
• Identify and implement automation and tooling enhancements, leveraging AI where it drives impact.
• Collaborate with Revenue Operations and cross-functional stakeholders to align data, tooling, and process design.
• Support change management, reporting, and Support influx for Boulevard product releases.
• Maintain documentation of processes and workflows in Confluence.

Skills

Support operations

Stakeholder communication

Analytics

Project management

Salesforce

Tools

Salesforce

Intercom

Jira

Confluence

Job description

Boulevard is seeking a Support Operations Manager to lead the day-to-day administration of our Support tech stack and to drive scalable, end-to-end customer experiences. You will partner with the VP of Revenue Operations to align systems, data, and processes across Support, Sales, and Customer Experience.

You will implement automation, optimize workflows, and design dashboards to measure critical KPIs, enabling data-driven decisions and consistent, high-quality service as Boulevard grows in the