Customer Support Team Lead

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September 20

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Boulevard

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SaaS • Beauty • Wellness

Boulevard is a leading client experience platform designed for appointment-based, self-care businesses such as medspas, salons, spas, barbershops, and nail salons. With a focus on enhancing customer engagement and business efficiency, Boulevard offers a comprehensive suite of solutions including self-booking, client profiles, loyalty programs, payment systems, and marketing tools. The platform supports over 30,000 self-care professionals by streamlining scheduling, reports, and point-of-sale operations. Boulevard aims to elevate the self-care experience through innovative technology, empowering practitioners and delighting clients alike.

201 - 500 employees

☁️ SaaS

💄 Beauty

🧘 Wellness

📋 Description

• Support T1 Managers (10-20%): contribute to knowledge, SOP, macro management, surface process/product improvements, conduct peer enablement and mentorship, run team meetings in manager absence, assist with ad hoc projects, T1 Ticket QA • Own complex T1 tickets and escalations (60-70%): assist customers via live chat, email, text, phone, screen-sharing; scope, troubleshoot, anticipate downstream impact, and resolve technical issues • Distill and communicate technical information to customers with varying technical acumen • Adapt communication, modify or create macros, and de-escalate interactions; escalate when necessary • Flex into other T1 ticket queues based on volume • Identify incidents and follow incident response protocol as Support Incident Commander (rotating with T1 Managers) • Provide customer insights by surfacing trends, churn risks, and upsell opportunities • Collaborate with remote team and cross-functional partners (Finance, Engineering, Product, Customer Experience) • Report to T1 Senior Manager and contribute to continual improvement of team efficiency and skills

🎯 Requirements

• 3-5+ years technical support experience in a fast-paced SaaS startup environment • Minimum 1-2+ years in a senior Support role • Bonus: experience supporting a technical platform within the self-care, data or medical industries • Technical aptitude supporting complex platforms managing data, reporting, users, scheduling, payments, inventory • Experience using internal resources and external tools such as Postmark • Well-versed in incident response at the Tier 1 Support level • Experience assisting customers via live chat, email, text, phone, and screen-sharing • Strong written and verbal communication and de-escalation skills • Peer leadership, mentorship, and ability to run team meetings • High emotional intelligence and customer rapport • Attention to detail, patience, positivity, and problem-solving orientation • Flexibility to work Mon-Friday 9-6 local and provide on-call incident coverage (Saturday, some holidays, etc.)

🏖️ Benefits

• 401(k) match • Dental, medical, vision, and life insurance • Flexible vacation day policy • Fully remote (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