Customer Support Team Lead

Boulevard

114d • $63,000 - $91,000

About The Position

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. Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with Boulevard customers. Customer satisfaction is never sacrificed while meeting service-level expectations. Whether business owners, front desk users, or service providers, our Support team is available to answer customer questions through multiple contact channels. T1 Team Leads contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets, owning escalations from other T1 squads, supporting T1 Managers, and contributing to team enablement. This role reports directly to the T1 Senior Manager. This Team Lead will work Mon-Friday, 9-6 local + on-call Incident coverage (Saturday, some holidays, etc).

Requirements

• 3-5+ years technical support experience in a fast-paced SaaS startup environment
• Minimum 1-2+ years in a senior Support role
• Experience supporting a technical platform within the self-care, data or medical industries (bonus)
• Previous experience supporting a complex technical platform that manages data, reporting, users, scheduling, payments, inventory or a combination of several of these using internal resources and external tools such as Postmark
• Well-versed in incident response at the Tier 1 Support level
• Exceptional verbal and written communication skills
• Ability to model effective navigation of internal relationships and complex customer interactions.

Nice To Haves

• Experience in the self-care, data or medical industries
• Familiarity with incident response protocols
• Experience in a remote work environment.

Responsibilities

• Spend ~10-20% of the day supporting T1 Managers by contributing to knowledge, SOP, and macro management
• Surfacing process and product improvements
• Conducting peer enablement and mentorship
• Occasionally running team meetings in Support Manager absence
• Assisting Support leadership with ad hoc duties and projects
• T1 Ticket QA (calibrated with T1 managers)
• Spend ~60-70% of the day owning complex T1 tickets and T1 escalations
• Assist customers via live chat, email, text, phone, and screen-sharing
• Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy
• Distill and effectively communicate technical information to customers with varying technical acumen
• Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case
• De-escalate spicy interactions with confidence
• Flex into other T1 ticket queues as needed based on volume fluctuations
• Identify incidents and accurately follow incident response protocol as Support Incident Commander
• Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure
• Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities
• Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

Benefits

• Total budgeted cash compensation between $63,000 - $91,000 USD
• 401(k) match plus dental, medical, vision, and life insurance
• Flexible vacation day policy
• Fully remote work with a work from home stipend
• Family planning resources and specialized support programs
• Equity opportunities
• Boulevard Bucks Learning and Development program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees