[Remote] Support Operations Manager at Boulevard

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Self-Care, Beauty, Wellness, SaaSIndustries

Requirements

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

Responsibilities

Administration and optimization of 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 processes, workflows, and tool configurations
Implement best practices for support operations, leveraging 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

Skills

Key technologies and capabilities for this role

Operations ManagementSupport OperationsRevenue OperationsProcess OptimizationData AlignmentSystems IntegrationStrategic InitiativesScalable SolutionsCross-Functional CollaborationBest Practices

Questions & Answers

Common questions about this position

What tools will I be working with in this role?

You will administer and optimize the Support tech stack including Salesforce, Intercom, and Jira, while managing integrations with GuideCX and ChurnZero.

Who does this role report to?

The Support Operations Manager reports to the Director of Revenue Operations.

What is the work arrangement or location for this position?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does Boulevard value in its team and culture?

Boulevard values insatiable curiosity, experimentation, diverse backgrounds, openness, equal opportunity, and doing the best work of your life.

Boulevard

Business management platform for beauty services

About Boulevard

Boulevard provides a business management platform specifically designed for service-based businesses in the beauty and wellness industry. The platform includes tools for booking appointments, managing inventory, and enhancing customer interactions through features like customizable intake forms, two-way messaging, self-check-in, and automated arrival alerts. It allows businesses to create detailed client profiles that track past visits and purchases, enabling personalized service and stronger client relationships. Boulevard's one-tap tipping feature encourages upsells and pre-bookings, while its Software as a Service (SaaS) model charges clients a subscription fee for access. The platform is recognized for its user-friendly design and effectiveness in improving operational efficiency, setting it apart from competitors.

West Hollywood, CaliforniaHeadquarters

2016Year Founded

$105.1MTotal Funding

SERIES_CCompany Stage

Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

100% Health, dental, & vision coverage

Flexible vacation & PTO

Quarterly bonus

401k Match

Boulevard bucks

WFH perks

Risks

Emerging competitors offer similar features at lower costs, threatening Boulevard's market share.

Economic downturns may reduce spending in the beauty industry, affecting Boulevard's revenue.

Data privacy concerns with third-party integrations could lead to regulatory scrutiny.

Differentiation

Boulevard offers a comprehensive platform tailored for the beauty and wellness industry.

The platform integrates client self-scheduling, CRM, and payment processing seamlessly.

Boulevard's focus on personalized services enhances customer experience and operational efficiency.

Upsides

Boulevard achieved a 122% increase in annual recurring revenue in 2022.

The company launched Boulevard Capital to provide growth funding for self-care businesses.

Boulevard's enhanced Google integration improves booking efficiency for medspas and salons.

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