Boulevard
appointment-based, self-care businesses
Manager,CustomerSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Customer Support at Boulevard. Skills: Customer Support Management, Team Leadership, Process Improvement, Customer Experience. Supporting and strengthening business relationships with Boulevard’s customers. Providing best-in-class omnichannel support”
What You'll Achieve.
Supporting and strengthening business relationships with Boulevard’s customers; Meeting service-level expectations; Scaling a diverse, hardworking team of Tier 1 Support Specialists; Building and refining scalable solutions and processes; Nurturing a collaborative, inclusive culture where folks thrive on demonstrating our values and providing an exceptional customer experience; Improving operations, efficiency, and reducing response; Contributing to an overall seamless customer experience; Driving towards continual improvement; Measuring impact; Tracking metrics and outcomes; Driving efficiency and streamlined operations
Industry & Context.
Analytical, methodical approach to identifying challenges and measuring impact; Ability to Think Systematically; Solutions-oriented focus that solves the immediate issue while planning future prevention
Available and responsive during business hours (9-6, M-F) in their local time zone, On-call Incident coverage rotations (may include occasional Saturdays and holidays, etc.), May occasionally work extended days as needed, Provide on-call coverage on holidays
What They're Looking For.
Must Have
Previous experience playing an active part in building a new team, Previous experience managing a customer-facing Tier 1 (or beyond) 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, Seasoned Saas Support Manager hat, 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 leader on the Customer 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, Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule and on-call incident response rotation, team members may occasionally work extended days as needed and provide on-call coverage on holidays
Nice to Have
Previous experience playing an active part in building a new team is a must.
What You'll Do.
Supporting and strengthening business relationships with Boulevard’s customers
Providing best-in-class omnichannel support
Supporting and scaling a diverse
hardworking team of Tier 1 Support Specialists
Building and refining scalable solutions and processes
Nurturing a collaborative
and reducing response times
Contributing to an overall seamless customer experience
Working cross-functionally with other CX teams
Taking on new initiatives to drive towards continual improvement
Being available and responsive during business hours (9-6
M-F) in their local time zone
Taking part in on-call Incident coverage rotations (may include occasional Saturdays and holidays
How You'll Work.
Team & Collaboration
Work closely with Support leadership to improve operations, efficiency, and reduce response; Work cross-functionally with other CX teams, Ops, Product, and Engineering; Coach your team and model how to effectively navigate internal relationships
Communication Scope
Exceptional verbal and written communication skills; Versatile communication style
Full Job Description
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. 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 who we are 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. Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with Boulevard’s 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 provide best-in-class omnichannel support. This role will focus on supporting and scaling a diverse, hardworking team of Tier 1 Support Specialists as we continue to evolve. You’ll play a key role in building and refining scalable solutions and processes while nurturing a collaborative, inclusive culture where folks thrive on demonstrating our values and providing an
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