Customer Support Team Lead - Remote Eligible

Customer Support Team Lead

Welcome to Boulevard, the first and only client experience platform for appointment-based, self-care businesses. Our mission is to empower our customers to provide their clients with the magical moments that matter most. We are built for the broader self-care industry, including salons, spas, medspas, barbershops, and more. Our technology helps our customers not only survive but thrive.

Our team values and celebrates our diverse backgrounds. We believe in equal opportunity for all.

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 Team Leads contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets, owning escalations from other T1 squads, supporting T1 Managers, and contributing to team enablement. This role reports directly to the T1 Senior Manager.

This Team Lead will work Mon-Friday, 9-6 local + on-call Incident coverage (Saturday, some holidays, etc.).

What you'll do here:

• Spend ~10-20% of the day supporting T1 Managers by:
  • Contributing to knowledge, SOP, and macro management
  • Surfacing process and product improvements
  • Conducting peer enablement and mentorship
  • Occasionally running team meetings in Support Manager absence
  • Assisting Support leadership with ad hoc duties and projects
  • T1 Ticket QA (calibrated with T1 managers)
• Spend ~60-70% of the day owning complex T1 tickets and T1 escalations:
  • 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 (including escalations from more junior T1 specialists), effectively escalating through defined channels to resolve issues when necessary.
  • Flex into other T1 ticket queues as needed based on volume fluctuations
• Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with T1 Managers)
• Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure.
• Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities.
• Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

What you need to thrive:

• Experience: 3-5+ years technical support experience in a fast-paced SaaS startup environment, including minimum 1-2+ years in a senior Support role. 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, users, scheduling, payments, inventory or a combination of several of these using internal resources and external tools such as Postmark. 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 a natural peer leader, 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: Acting as a peer leader on the Support team requires an extra dose of patience, 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

How We'll Take Care Of You:

Your total budgeted cash compensation for this role is between $63,000 - $91,000 USD, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.

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.

• 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.

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.