Related skills
slack salesforce intercom jira zendesk📋 Description
- Lead and scale a multi-tier Support team of Specialists and managers
- Build scalable processes to improve efficiency, quality, and SLA adherence
- Collaborate cross-functionally with CX, Ops, Product, and Engineering
- Hire, coach, and manage performance; monitor queues and customer SLAs
- Oversee incident response; serve as Support Incident Commander (rotating)
- Ensure on-call coverage and flexibility for volume spikes
🎯 Requirements
- 5-10+ years of SaaS Support management in fast-paced startups
- Experience leading multi-tier Support teams including Enterprise
- Technical aptitude with data platforms, logs, permissions, payments
- Proficient with ticketing/communication tools: Intercom, Zendesk, Jira, Salesforce, Slack
- Strong attention to detail; outstanding written/verbal communication
- Analytical, metrics-driven; able to design infra, processes, and tooling
🎁 Benefits
- 401(k) match plus medical, dental, vision, and life insurance
- Flexible vacation policy and generous time off
- Fully remote with monthly work-from-home stipend
- Family planning resources and support programs
- Equity and opportunities for growth at Boulevard
- Boulevard Bucks Learning & Development program
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