Manager, Customer Support

Boulevard is a client experience platform for appointment-based self-care businesses, providing solutions to enhance customer satisfaction. The Manager of Customer Support will lead a team of Tier 1 Support Specialists, focusing on improving operations, efficiency, and customer experience while nurturing a collaborative team culture.

Responsibilities:

• Own hiring, Support-specific training, coaching, and empowering a hardworking, diverse team of Tier 1 Support Specialists
• Regularly host team meetings and 1:1s, owning team performance management
• Utilize internal tools to monitor and manage your immediate team’s performance along with queues/inboxes, maintaining a continual pulse on Tier 1 Support to ensure SLAs are met and KPIs are achieved
• Analyze team performance and ticket data, identifying/sharing trends, drivers, and making recommendations on potential actions
• Run QA for your team to ensure we meet a high bar across Tier 1 customer communications, providing targeted feedback in 1:1s
• Drive continual team improvements in efficiency, quality, response times, and customer satisfaction
• Assist Tier 1 Specialists in developing short- and long-term career goals, identifying and enabling growth opportunities when appropriate
• Navigate difficult conversations with grace, adjusting to your audience’s communication styles and needs
• Proactively identify Tier 1 resource, enablement, and process gaps, collaborating effectively with stakeholders and/or owning next steps
• De-escalate sensitive escalations with confidence, effectively navigating through defined channels to resolve issues when necessary
• Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with other Tier 1 Managers/Leads)
• Proactively surface opportunities to improve broader efficiency and customer experience
• Influence the direction of BLVD Support by partnering with Support leadership on department and cross-functional initiatives, customer advocacy, and improvement opportunities
• Identify and lead efforts to scale Support resources such as our Help Center, internal documentation, internal training, and customer enablement efforts
• Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure
• Exercise exceptional project management skills–completing projects, deliverables, and tasks on time while proactively communicating updates to stakeholders
• Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams

Requirements:

• 3-5+ years Tier 1+ Support management experience in a fast-paced SaaS startup environment; previous experience playing an active part in building a new team is a must
• 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
• Joy for details: Every i is dotted, every t is crossed
• 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
• High EQ: You're a seasoned leader, able to coach your team and model how to effectively navigate internal relationships and complex customer interactions
• 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
• Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5