Director of Threat Intelligence Operations
Apollo Global Management, Inc.
Support Operations Manager
Boulevard
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $77,000 - $110,000 per year
Job Level
Mid-LevelSenior
About the role
- Administration and optimization of our 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 process, workflows, and tool configurations.
- Implement best practices for support operations, leverage 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.
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 across business systems.
- Strong analytical skills with the ability to surface insights and trends from complex data sets.
- Demonstrated ability to implement best practices in support operations and process design.
- Effective project management skills - you know how to manage operational initiatives of varying size and complexity, providing proactive status updates and delivering outcomes on time.
- Excellent communication and collaboration skills, with experience partnering across functions.
- Comfortable balancing tactical day-to-day responsibilities with longer-term optimization projects.
Benefits
- We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
- Take a break whenever you need with our flexible vacation day policy.
- Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
- Family planning resources and specialized support programs.
- Equity: get ahead on the ground floor and grow with Boulevard.
- Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Support OperationsBusiness OperationsSupport Ticketing platformsAI chat botsworkflow automationdata analysisprocess designproject managementreportinganalytics
Soft skills
analytical skillscommunication skillscollaboration skillsproject management skillsproblem-solvingadaptabilityattention to detailtime managementstakeholder engagementstrategic thinking
