Customer Support Specialist

🕒 June 30

🇺🇸 United States – Remote

💵 $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Boulevard

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

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.

📋 Description

• Own complex Tier 1 customer support tickets, spending approximately 85% of the day on ticket resolution • Assist customers via live chat, email, text, phone, and screen-sharing • Scope, troubleshoot, anticipate downstream impact, and resolve technical issues • Communicate technical information to customers with varying technical expertise • Modify existing macros or create new responses for individual cases • De-escalate difficult interactions and escalate issues through defined channels when necessary • Flex into other Tier 1 ticket queues based on volume fluctuations • Attend meetings and complete administrative tasks • Spend time on personal development and up-skilling • Contribute to knowledge resources, SOPs, enablement materials, and macros • Surface process and product improvements • Assist the Customer Support Manager with ad hoc projects • Identify incidents and follow incident response protocol • Surface customer trends, churn risks, and upsell opportunities • Collaborate with the remote team and cross-functional partners including Finance, Engineering, Product, and Customer Experience teams

🎯 Requirements

• 2–4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment • Experience supporting a complex technical platform managing data, reporting, user permissions/roles, scheduling, payments, inventory, or combinations of these • Well-versed in Tier 1 incident response • Experience supporting a technical platform within the self-care, data, or medical industries is a bonus • Strong technical aptitude • Exceptional verbal and written communication skills • Empathetic, concise, versatile, and resilient communication style • Sophisticated interpersonal skills and high emotional intelligence • Ability to manage Enterprise Support tickets with a thoughtful, solutions-oriented approach • Ability to work extended days as needed and provide on-call holiday coverage • Ability to exercise good judgment and critical thinking under pressure

🏖️ Benefits

• 401(k) match • Dental insurance • Medical insurance • Vision insurance • Life insurance • Flexible vacation day policy • Fully remote work • Monthly work-from-home stipend • Family planning resources and specialized support programs • Equity • Boulevard Bucks Learning and Development program • 10% bonus of annual base compensation