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Boulevard is a client experience platform for appointment-based self-care businesses (salons, spas, medspa, barbershops). Founded in 2016, the company empowers customers to deliver seamless experiences through modern, user-friendly technology.
You will be the primary owner of operations within the Support organization, reporting to the VP of Revenue Operations. This role bridges Support and Revenue Operations, ensuring alignment across systems, data, and processes. You'll manage both day-to-day administration of tools and execution of strategic initiatives in partnership with Support leadership.
Key responsibilities:
- Own administration and optimization of the Support tech stack (Salesforce, Intercom, Jira), including integrations that enable seamless handoffs and reliable operations.
- Execute strategy in partnership with Support leadership, translating business objectives into operational processes, workflows, and tool configurations.
- Design and implement data flows syncing Intercom and Jira back to Salesforce, providing visibility into customer interactions and reliable reporting.
- Design and maintain dashboards in Intercom and Salesforce measuring Support KPIs; provide high-level and ad hoc reporting/analysis to Support and CX leadership.
- Proactively identify and implement automation, workflow improvements, and tooling enhancements, leveraging AI where it drives measurable impact.
- Collaborate with Revenue Operations and cross-functional stakeholders to ensure consistency in data, tooling, and process design; 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.
You'll be a hands-on owner comfortable rolling up your sleeves to configure tools, troubleshoot issues, and keep operations running smoothly. You'll act as an operational expert, relationship builder, and continuous improver, proactively identifying gaps and bringing forward solutions that drive measurable impact.
REQUIREMENTS:
- 3–5+ years of experience in Support Operations, Business Operations, or similar role in a fast-paced SaaS environment.
- Experience supporting senior leaders (Director+) within multi-tiered Support organizations, with understanding of tiering structures, escalation paths, and management layers.
- Proven expertise administering and optimizing Support Ticketing platforms and AI chatbots (Salesforce and Intercom or similar preferred).
- Familiarity with workflow automation tools and integrations across business systems.
- Strong analytical skills and deep fluency in Support metrics, data, and KPIs (SLA adherence, CSAT, ticket volume/backlog, resolution time); comfortable monitoring data to surface trends and actionable insights.
- Resourcefulness, ability to research problems, and leverage available resources.
- Experience presenting 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.
- Ability to balance reactive support requests, operational administration, strategic projects, and ad hoc asks while prioritizing based on business impact.
- Strong technical aptitude with ability to quickly learn new systems, understand how they fit together, and confidently apply knowledge to solve business problems.
