Support Operations Manager

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes description of company (Who is Boulevard?) but not necessarily "About the role". The role description includes responsibilities, requirements, etc. There's also a "How We'll Take Care Of You" section describing benefits. There's no explicit Pay or Schedule details. There's mention of "Competitive base pay and performance bonus eligibility" but not specific numbers; that's still pay info but not specific numbers. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It says "Competitive base pay and performance bonus eligibility" is a statement about pay, so we could include a Pay section with that content. However they said "never emit a heading followed by filler/placeholder text (e.g. 'commensurate with experience', 'not specified', 'N/A', 'varies', 'TBD')". "Competitive base pay and performance bonus eligibility" is not filler; it's a statement. So we can include Pay section with that sentence. Schedule: there is mention of "Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement". No explicit schedule like hours. Not given. So we should not create Schedule section. Benefits: there is a detailed list: medical coverage, HSA, dental, vision, life, disability, parental leave, PTO, holidays, remote allowance, WFH reimbursement, Boulevard Bucks, One Medical membership, EAP. So we can include Benefits section. About the role: maybe we can include a short paragraph summarizing the role? The posting includes "We are looking for a Support Operations Manager to be the primary owner of operations within the Support organization." That's about the role. Could be considered About the role. We'll include About the role section with that paragraph. Responsibilities: list of duties under "What You'll Do Here". Use

• . Requirements: maybe "What You'll Need To Thrive". That's requirements. We'll include Requirements. Qualifications: maybe not separate; but we could treat Requirements as qualifications. The instruction says use headings for sections like Qualifications, Skills. We have "Key Attributes" maybe could be Skills? But we can include Skills section if there is specific content: "Key Attributes" list. Those are more like attributes/skills. We'll treat them as Skills. We must not repeat job title as heading. No Job ID. We must remove boilerplate: EEO, privacy notice, etc. We must preserve all substantive information. Let's extract content. Company description: "Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen. We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most. Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too. Come do the best work of your life at Boulevard" We could include this as About the company? But we only have headings for About the role, Responsibilities, etc. There's no explicit "About the company" heading. Could we put this under About the role? Might be odd. Perhaps we can create an "About the company" heading? Not allowed per instruction: only those listed headings. So we must not create other headings. We could incorporate company description into About the role section as preamble. That's acceptable. Thus About the role section will contain both company overview and role description. Responsibilities: list from "What You'll Do Here". Let's capture each bullet: - 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. Requirements: from "What You'll Need To Thrive". List: - 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. Skills/Key Attributes: list: - 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. Benefits: from "How We'll Take Care Of You". Let's capture: - Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact. - Equity participation for all full-time employees because we believe the people helping build Boulevard should share in our long-term success. - Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones. - An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning. - 100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings. - 12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member. - Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free. - Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success. - $200 quarterly Boulevard Bucks to prioritize your well-being and stay connected to the industry we serve. - And other perks like One Medical membership and Employee Assistant Program. Pay: we could extract the competitive base pay and performance bonus eligibility sentence. But that's already in Benefits list. However the instruction says to create Pay section only if posting actually states them. It does state "Competitive base pay and performance bonus eligibility". So we could have a Pay section with that sentence. But then Benefits section would also contain that sentence if we include it there; duplication. Better to put pay info in Pay section and keep Benefits for other benefits. Let's do that. Thus Pay section: "Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact." Benefits section: all other benefits except that pay line. Schedule: none. Now produce HTML. Structure:

  About the role

  ... company description + role overview ...

  Responsibilities

  • ...
  ...

  Requirements

  • ...
  ...

  Skills

  • ...
  ...

  Pay

  Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact.

  Benefits

  • ...
  ...
  Make sure no extra whitespace issues. Let's craft About the role paragraph: combine company description and role overview. Company description: "Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too." Then role overview: "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,