Job description
Who is Boulevard?
Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.
Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen.
We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.
Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.
Come do the best work of your life at Boulevard.
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 Director 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.
What you’ll do here:
- Administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), ensuring reliable day-to-day operations while continuously improving system performance.
- Execute strategy in partnership with Support leadership, translating business objectives into operational process, workflows, and tool configurations.
- Implement best practices for support operations, leverage automation and AI to streamline workflows and enhance customer outcomes.
- Manage system integrations across Intercom, Salesforce, GuideCX and ChurnZero to enable seamless handoffs between Onboarding, Customer Success, and Support.
- Design and implement flows that sync relevant data and information from Intercom and Jira back to Salesforce Cases, providing customer-facing teams with visibility to customer interactions and creating trustworthy reporting and analytics in Salesforce.
- Design and maintain dashboards in Intercom and Salesforce that measure Support KPIs and metrics, ensuring leadership has actionable insights.
- Provide high-level and in-depth ad hoc reporting and analysis to Support and CX Leadership, enabling data-driven decision making.
- Maintain clear documentation of processes and workflows in Confluence, scaling operational knowledge across the team.
- Collaborate closely with Revenue Operations to ensure consistency in data, tooling, and process design across the customer lifecycle.
- Proactively identify opportunities for automation, workflow improvement, and tooling enhancements, and partner with stakeholders to implement solutions.
What you’ll need to thrive:
- 3-5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment.
- Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots. (Salesforce required. Intercom or similar preferred.)
- Familiarity with workflow automation tools and integrations across business systems.
- Strong analytical skills with the ability to surface insights and trends from complex data sets.
- Demonstrated ability to implement best practices in support operations and process design.
- Effective project management skills - you know how to manage operational initiatives of varying size and complexity, providing proactive status updates and delivering outcomes on time.
- Excellent communication and collaboration skills, with experience partnering across functions.
- Comfortable balancing tactical day-to-day responsibilities with longer-term optimization projects.
Key attributes:
- 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.
- Collaborative Partner - you align closely with Support leadership and RevOps to translate strategy into execution.
- 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.
How we’ll take care of you:
Your starting budgeted cash compensation for this role is between $77,000 - $110,000, depending on your current skills, experience, training, and overall market demands. This total compensation range is subject to change, and there is always room for growth and advancement.
In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically.
✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
🏝 Take a break whenever you need with our flexible vacation day policy.
🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
💚 Family planning resources and specialized support programs.
🔮 Equity: get ahead on the ground floor and grow with Boulevard.
💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!
Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
