Boulevard is a pioneering client experience platform designed for appointment-based self-care businesses. Founded in 2016, the company emerged from extensive research and firsthand experience in salons, aiming to address industry-specific challenges with a user-friendly solution. Boulevard’s technology supports a wide range of self-care services, from salons to medspas, helping businesses not just survive but thrive. . .

Read more about this company>>

Job Type: Full-Time

Department: Support

Hourly Rate: $31.25/hour

Location: Remote – USA

Job Overview

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 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.

Tasks & Obligations

• 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, effectively escalating through defined channels to resolve issues when necessary.
• Potentially flex into other T1 ticket queues as needed based on volume fluctuations
• 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.
• Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities.
• Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

Preferred Requirement

• 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. Well-versed in incident response at the Tier 1 Support level.
• Joy for details: Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure!
• Let’s-do-this energy: Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
• High EQ: You’re an empathetic and concise communicator, modeling 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: Managing Enterprise Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention.
• Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule team members may occasionally work extended days as needed and provide on-call coverage on holidays.  

COMPENSATION

In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you – Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. 

• Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
• 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. 

How To Apply

Interested applicants should click on APPLY to fill the provided form.