Support Operations Specialist

Summary

Join Boulevard's thriving Revenue Operations team as a Support Operations Specialist! You'll play a key role in scaling support operations, leveraging your analytical skills and passion for continuous improvement. Working closely with various stakeholders, you will optimize our support tech stack (Salesforce, Intercom, Jira, etc.), build AI-powered chatbots, and design data-driven workflows. This role requires 2+ years of experience in support operations and proficiency with Salesforce and Intercom. We offer a competitive salary, comprehensive benefits (including 401k match, health insurance, flexible vacation, and a work-from-home stipend), and opportunities for professional development.

Requirements

• 2+ years of experience in Support Operations or a similar role
• Strong analytical skills and ability to understand complex workflows
• Proficiency with Excel / Google Sheets and other data analysis tools to extract and share insights from our data
• Data-Driven: Consistently leverage data and insights to support leadership in making strategic decisions
• High-Quality Communicator: Top-notch presenter. Excellent written and verbal communication skills
• Collaborative: Ability to work well with multiple stakeholders, achieve measurable results, and convey those results to leadership
• Self-Starter: The ability to manage and execute on multiple projects with minimal supervision or direction
• Go-Getter: you are eager, resourceful, and able to keep up in a high-paced startup environment
• Tech Savvy: you utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team

Responsibilities

• Support Boulevard’s customer support tech stack (Salesforce,Intercom, Jira, Zapier) with administration, day-to-day operations, optimizations, and automations
• Build and optimize custom answers with Intercom’s Fin AI Chat Bot to resolve customer questions and issues, deflecting conversations from live agents
• Leverage automation and AI to optimize processes, adjusting workflows and automations to improve customer experience
• Facilitate handoffs between Onboarding, Customer Success, and Support leveraging integrations between Salesforce, Intercom, GuideCX and ChurnZero
• 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
• Maintain and monitor performance-based KPIs and dashboards in Intercom and Salesforce that measure SLAs, support topics, and resolution metrics
• Support ad hoc reporting and troubleshooting requests from Support and CX Leadership
• Create and maintain documentation of processes in Confluence to scale our Support Operations function, including gathering inputs and coordinating reviews of documents from key stakeholders
• Proactively identify opportunities and make recommendations to optimize performance of our support tech stack and processes

Preferred Qualifications

• Previous experience at a fast-growing SaaS company
• Proficiency with Salesforce, Intercom, and familiarity with AI, automation rules and triggers
• Proficiency with leveraging AI to automate and streamline tasks
• BA/BS degree

Benefits

• Your total budgeted cash compensation for this role is between $65,450 and $93,500 USD, depending on your current skills, experience, training, and overall market demands
• 401(k) match
• Dental, medical, vision, and life insurance
• Flexible vacation day policy
• Fully remote
• Work from home stipend
• Family planning resources and specialized support programs
• Equity
• Boulevard Bucks Learning and Development program