Senior Manager, Support

Boulevard

1d•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. Our technology not only helps our customers survive but thrive. Support is the first line of contact for customers, providing deep subject matter expertise to solve break/fix issues, unblocking and enabling each business to fully leverage our platform to reach their goals. Whether business owners, front desk users, or service providers, our Support team strives to continually provide best-in-class omnichannel support. This role will focus on actively contributing to scaling a diverse, hardworking team of multi-tier Support Specialists (and potentially managers) as we continue to grow. You’ll play a key role in building scalable solutions and processes while nurturing a collaborative, inclusive culture where folks thrive on demonstrating our values and providing an exceptional customer experience. You’ll report to and work closely with the Director of Support to improve operations, efficiency, and quality; reduce response times; and contribute to an overall seamless customer experience. You will also work cross-functionally with other Support leaders, CX teams, Ops, Product, and Engineering as we take on new initiatives to drive towards continual improvement. Success in this role looks like self-driven ownership, proactivity, and effectively balancing daily team management with delegated project management.

Requirements

5-10+ years Support management experience, having progressively developed within people leadership roles, in a fast-paced SaaS startup environment across multiple customer segments inclusive of Enterprise; previous experience playing an active part in building/evolving a team is a must.
Previous experience managing a multi-tier Support team for a technical platform that manages and troubleshoots data, reporting, audit logs, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools.
Well-versed in incident response.
Previous experience with standard Support tools such as ticketing platforms (Intercom, Zendesk, Salesforce), Jira, audit logs, Zoom, Slack, etc.
Analytical, methodical approach to identifying challenges and measuring impact–strong ownership in tracking metrics and outcomes.
Ability to Think Systematically: You are well-versed in identifying and building team-level infrastructure, processes, and tools to drive efficiency and streamlined operations.
High EQ: You’re a seasoned leader, able to coach your team and model how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit.
Outstanding customer rapport: Give life to our Boulevard values by personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills
Patience, Positivity, Problem solving: As a senior leader on the Support team you will need to approach situations with a bias for strategic action, meeting challenges or conflict with a solutions-oriented focus that solves the immediate issue while planning future prevention.

Nice To Haves

Personal development and upskilling (as time allows)

Responsibilities

Own hiring, coaching, and empowering a hardworking, diverse team of multi-tier Support Specialists and/or managers
Regularly host team meetings and 1:1s, owning team performance management
Utilize internal tools to monitor and manage your immediate team’s performance along with queues/inboxes, maintaining a continual pulse on Support to ensure SLAs are met and customer experience meets our expectations
Analyze team performance and ticket data, identifying/sharing trends, drivers, and making recommendations on potential actions
Run or oversee QA for your team to ensure we meet a high bar across customer communications, providing targeted feedback in 1:1s
Drive continual team improvements in efficiency, quality, response times, and customer satisfaction
Assist Specialists/Managers in developing short- and long-term career goals, identifying and enabling growth opportunities when appropriate
Navigate difficult conversations with grace, adjusting to your audience’s communication styles and needs while adhering to performance timelines
De-escalate sensitive escalations with confidence, effectively navigating through defined channels to resolve issues when necessary
Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with other Support leaders)
Influence the direction of BLVD Support by partnering with Support leadership on department and cross-functional initiatives, customer advocacy, and improvement opportunities.
Own and successfully deliver on complex Support projects that drive toward KPI/OKR goals
Identify and lead efforts to address opportunities to continually improve broader efficiency and customer experience
Proactively identify Support resource, enablement, and process gaps, collaborating effectively with stakeholders and/or owning next steps
Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure
Exercise exceptional project management skills–completing projects, deliverables, and tasks on time while proactively communicating updates to stakeholders
Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.