Support Operations Manager

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 VP 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:

• Own administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), including integrations that enable seamless handoffs, ensuring reliable day-to-day operations while continuously improving system performance.
• Execute strategy in partnership with Support leadership, translating business objectives into operational processes, workflows, and tool configurations.
• Design and implement flows that sync data from Intercom and Jira back to Salesforce, giving customer-facing teams visibility into customer interactions and reliable reporting.
• Design and maintain dashboards in Intercom and Salesforce that measure Support KPIs, and provide high-level and ad hoc reporting/analysis to Support and CX leadership to enable data-driven decisions.
• Proactively identify and implement automation, workflow improvements, and tooling enhancements, leveraging AI where it drives measurable impact.
• Collaborate closely with Revenue Operations and cross-functional stakeholders with diverse working styles to ensure consistency in data, tooling, and process design, and to build alignment without direct authority.
• Support change management, reporting, and Support influx for Boulevard product releases.
• Maintain clear documentation of processes and workflows in Confluence, scaling operational knowledge across the team.

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.
• 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.
• Proven expertise administering and optimizing Support Ticketing platforms and AI chatbots. (Salesforce and Intercom or similar are preferred.)
• Familiarity with workflow automation tools and integrations across business systems.
• 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.
• Resourcefulness, ability to research problems, and leverage available resources.
• Experience presenting on projects, initiatives, and OKRs to cross-functional and senior audiences, translating operational work into clear business impact.
• Effective project management skills with experience managing cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes.
• Comfortable balancing reactive support requests, operational administration, strategic projects, and ad hoc asks while prioritizing based on business impact.
• 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.

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.
• 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.
• 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.