Support Operations Manager, Boulevard
$71.8-113.2k
Salary dependent on location
Business management platform for self-care businesses
Be an early applicant
Business management platform for self-care businesses
201-500 employees
Be an early applicant
$71.8-113.2k
Salary dependent on location
201-500 employees
Company mission
To empower everyone to look and feel their best – one client, professional, appointment, and business at a time.
Role
Who you are
- 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 chat bots. (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
- 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
What the job involves
- 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
- 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
Our take
Boulevard is a business management platform developed to help streamline the operations of appointment-based businesses, particularly spas and hairdressers. Boulevard addresses the challenges of spas and hairdressers by designing software that makes it easier to automate workflows, scheduling, and pricing, helping drive customers through their doors.
The global spa and salon market is projected to reach a market size exceeding $447 billion by 2032. Traditionally, appointment-based businesses have been heavily reliant on paperwork and receptionists, but Boulevard is looking to modernise the industry by helping drive efficiencies, profit, and a better customer experience.
Boulevard is one in a sea of companies offering software to digitise appointment-based businesses. However, the substantial funding it's raised across multiple rounds and a 500% increase inrevenue over three years demonstrates that it has maintained traction in the market as it grows. Its most recent investment is earmarked for growth in major self-care verticals and to fuel AI R&D. To bolster its offering in a competitive marketplace, Boulevard launched Boulevard Capital in 2024, a growth funding platform for businesses that use its booking software.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2025
$80m
SERIES D
Aug 2022
$70m
SERIES C
Total funding: $188m
Company benefits
- Premier Health Benefits - 100% coverage plan options from Blue Shield of CA, Beam, and VSP
- Flexible Vacation & PTO
- Quarterly Bonus - Get rewarded when we reach our revenue targets
- 401k Match
- Boulevard Bucks - Get $200 to experience a Boulevard partner or self-care provider every quarter
- $250 upon signing and $75 monthly for your home workspace
- Fully Remote
Company HQ
Central LA, Los Angeles, CA
Leadership
Matt Danna
(CEO)Started their career with 6 years in Product at DeviantArt, before working at Fullscreen as VP of Product. After brief Product Consultancy roles, they co-founded Boulevard as CEO in February 2016.
Sean Stavropoulos
(CTO)They studied at California Polytechnic before working as a Honeywell Aerospace Systems Engineer and in Engineering at Fullscreen for almost 3 years. They spent a year as a Startup Consultant before co-founding Boulevard with Matt.
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