Note: The job is a remote job and is open to candidates in USA. Boulevard provides a client experience platform for appointment-based self-care businesses, helping salons, spas, and related businesses create better customer experiences. The Customer Support Specialist owns complex Tier 1 support tickets, assists customers across multiple channels, troubleshoots technical issues, contributes to support resources and process improvements, and collaborates with internal teams.
Responsibilities
- Spend ~85% of the day owning complex T1 tickets:
- 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
- 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
- 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
Skills
- 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment
- 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
- 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!
- Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
- 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
- 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
- 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
- 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
- Bonus if you have experience supporting a technical platform within the self-care, data or medical industries
Benefits
- 10% bonus of your annual base compensation
- 401(k) match
- Dental, medical, vision, and life insurance
- Flexible vacation day policy
- Fully remote so you can choose where you want to work
- Work from home stipend every month
- Family planning resources and specialized support programs
- Equity
- Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve
Company Overview
Company H1B Sponsorship