Support Operations Manager

Boulevard

. Own administration and optimization of the Support tech stack, including Salesforce, Intercom, and Jira .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and optimizing Support tech stacks, including Salesforce and Intercom, while effectively translating business objectives into actionable processes and workflows. Strong analytical skills in measuring Support KPIs and experience in cross-functional collaboration to enhance operational efficiency.

Highest-signal resume keywords

Salesforce AdministrationIntercom ManagementSupport Operations ExperienceWorkflow AutomationData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Ticketing PlatformsAI Chat BotsData Flow DesignKPI MeasurementProcess Documentation

Soft Skills

Project ManagementEffective CommunicationResourcefulnessCollaborationProblem-Solving

Tools & Technologies

JiraConfluenceRevenue Operations ToolsAutomation Tools

Industry Keywords

SaaS EnvironmentSupport MetricsSLA AdherenceCSATTicket Volume

About the role

Key responsibilities & impact

Own administration and optimization of the Support tech stack, including Salesforce, Intercom, and Jira
Manage integrations that enable seamless handoffs and reliable day-to-day operations
Execute strategy with Support leadership by translating business objectives into processes, workflows, and tool configurations
Design and implement data flows from Intercom and Jira to Salesforce
Design and maintain Intercom and Salesforce dashboards measuring Support KPIs
Provide high-level and ad hoc reporting and analysis to Support and CX leadership
Identify and implement automation, workflow improvements, and tooling enhancements, including AI where impactful
Collaborate with Revenue Operations and cross-functional stakeholders on data, tooling, and process design
Support change management, reporting, and Support influx for product releases
Maintain process and workflow documentation in Confluence

Requirements

What you’ll need

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 organizations
Understanding of tiering structures, escalation paths, and management layers
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 and fluency in Support metrics, data, and KPIs, including SLA adherence, CSAT, ticket volume/backlog, and resolution time
Resourcefulness and ability to research problems and leverage available resources
Experience presenting projects, initiatives, and OKRs to cross-functional and senior audiences
Effective project management skills for cross-functional initiatives
Ability to communicate tradeoffs, mitigate risks, and deliver outcomes
Ability to balance reactive support requests, operational administration, strategic projects, and ad hoc asks
Strong technical aptitude and ability to quickly learn new systems

Benefits

Comp & perks

Competitive base pay and performance bonus eligibility
Equity participation for all full-time employees
Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage
Annual $1,200 HSA employer contribution for eligible plans
100% covered dental, vision, life, and disability insurance
12 weeks of fully paid U.S. parental leave
Flexible paid time off
10 U.S. company holidays
Fully remote work
$200 home office setup allowance
$50 monthly WFH reimbursement
$200 quarterly Boulevard Bucks for well-being and industry connection
One Medical membership
Employee Assistant Program