Product Support Specialist

Boulevard

4h • $64,000 - $80,000 • Remote

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. 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.
As a Product Support Specialist I, you serve as a Tier 2 escalation resource responsible for resolving complex technical issues that require detailed troubleshooting, data validation, and cross-functional coordination. In this role, you’ll build deep product expertise while delivering accurate, timely resolutions that protect customer trust and financial integrity. You’ll actively contribute to documentation, workflow improvements, and QA efforts that strengthen overall support operations.

Requirements

• 2–4 years of B2B customer service experience in a SaaS or technology-driven environment, including direct experience troubleshooting software and/or hardware issues.
• Strong analytical and investigative skills, with the ability to independently work through moderately complex technical problems.
• Effective written and verbal communication skills, with the ability to clearly document findings and explain technical concepts to internal teams and customers.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Comfort working both independently and collaboratively across cross-functional teams.
• Familiarity with support tools such as Zendesk, Intercom, Salesforce, JIRA, or similar systems.
• A growth-oriented mindset with a strong desire to deepen product knowledge and improve customer outcomes.

Responsibilities

• Resolve Tier 2 escalations requiring structured troubleshooting, product configuration review, and data analysis—particularly those impacting scheduling logic, payments, and customer workflows.
• Investigate and validate customer financial data (e.g., deposits, refunds, structured payments) to ensure platform accuracy and proper resolution.
• Provide technical guidance within internal Slack channels, helping teammates interpret product behaviors and troubleshoot known issues.
• Create and refine internal documentation and customer-facing resources to improve troubleshooting clarity and consistency.
• Contribute to workflow refinement and escalation criteria improvements that enhance Tier 1 efficiency and customer experience.
• Partner with CX team members to support escalated or high-impact customer cases, ensuring timely and accurate follow-through.
• Participate in Quality Assurance (QA) and User Acceptance Testing (UAT) for new feature releases and firmware updates by identifying bugs, inconsistencies, and usability gaps.
• Surface recurring issue patterns or potential product gaps to senior team members and cross-functional partners.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed