Support Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the administration and optimization of the Support technology stack, which includes Salesforce, Intercom, and Jira.

• Oversee integrations that facilitate smooth transitions and dependable daily operations.

• Collaborate with Support leadership to execute strategy by converting business goals into processes, workflows, and tool configurations.

• Create and implement data flows from Intercom and Jira to Salesforce.

• Develop and maintain dashboards in Intercom and Salesforce that track Support KPIs.

• Deliver high-level and ad hoc reporting and analysis for Support and CX leadership.

• Discover and implement automation, workflow enhancements, and tooling upgrades, incorporating AI where beneficial.

• Work with Revenue Operations and cross-functional stakeholders on data, tooling, and process design.

• Assist with change management, reporting, and Support influx during product launches.

• Keep process and workflow documentation updated in Confluence.

⛳️ Requirements

• 3-5+ years of experience in Support Operations, Business Operations, or a comparable role in a dynamic SaaS environment.

• Proven experience supporting senior leaders (Director+) within multi-tiered Support organizations.

• Knowledge of tiering structures, escalation paths, and management hierarchies.

• Proficiency in administering and optimizing Support Ticketing platforms and AI chatbots.

• Familiarity with Salesforce and Intercom or similar tools is preferred.

• Understanding of workflow automation tools and integrations across various business systems.

• Strong analytical abilities and fluency in Support metrics, data, and KPIs, including SLA adherence, CSAT, ticket volume/backlog, and resolution time.

• Demonstrated resourcefulness and capability to research issues and utilize available resources.

• Experience presenting projects, initiatives, and OKRs to cross-functional and senior audiences.

• Effective project management skills for cross-functional initiatives.

• Ability to articulate tradeoffs, manage risks, and deliver results.

• Capacity to juggle reactive support requests, operational administration, strategic projects, and ad hoc tasks.

• Strong technical aptitude and the ability to quickly adapt to new systems.

🏝️ Benefits

• Competitive base salary and eligibility for performance bonuses.

• Equity participation available 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 health plans.

• 100% coverage for 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 options.

• $200 allowance for home office setup.

• $50 monthly reimbursement for working from home expenses.

• $200 quarterly Boulevard Bucks for well-being and networking opportunities.

• One Medical membership.

• Employee Assistance Program.