Customer Support Specialist

Job Overview

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.

Job Description

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 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.

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.

This role reports directly to a T1 Support Manager. This role will work Monday-Friday, 9-6 EST + occasional additional coverage (some holidays, etc. ).

Key Responsibilities

• 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.
• 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.
• Whether business owners, front desk users, or service providers, our Support team is available to answer customer questions through multiple contact channels.
• T1 Customer Support Specialists contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets (on behalf of SMB, Midmarket, Strategic, and Enterprise customers), supporting their team by maintaining a steady flow of ticket solves, and contributing to team resources.
• This role reports directly to a T1 Support Manager.
• Potentially flex into other T1 ticket queues as needed based on volume fluctuations Spend ~10% on meetings and administrative tasks Spend ~5% on personal development and up-skilling (as time allows) Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement: Contribute to knowledge, SOPs, enablement, and macros (with manager oversight) Proactively surface process and product improvements Assist the Customer Support Manager with ad hoc projects Identify incidents and accurately follow incident response protocol Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure.
• Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.
• What you’ll need to thrive: Experience: 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment .

Required Skills and Qualifications

• Boulevard provides the first and only client experience platform for appointment-based, self-care businesses.
• T1 Customer Support Specialists contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets (on behalf of SMB, Midmarket, Strategic, and Enterprise customers), supporting their team by maintaining a steady flow of ticket solves, and contributing to team resources.
• Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case.
• Potentially flex into other T1 ticket queues as needed based on volume fluctuations Spend ~10% on meetings and administrative tasks Spend ~5% on personal development and up-skilling (as time allows) Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement: Contribute to knowledge, SOPs, enablement, and macros (with manager oversight) Proactively surface process and product improvements Assist the Customer Support Manager with ad hoc projects Identify incidents and accurately follow incident response protocol Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure.
• Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.
• What you’ll need to thrive: Experience: 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment .
• Bonus if you have experience supporting a technical platform within the self-care, data or medical industries.
• Technical aptitude: Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools.

Benefits and Perks

• Bonus if you have experience supporting a technical platform within the self-care, data or medical industries.
• How we’ll take care of you: Your starting cash compensation for this role is $31.25 per hour + 10% bonus of your annual base compensation.
• ✨ 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.
• Equity: get ahead on the ground floor and grow with Boulevard.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Boulevard is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.