Manager, Customer Support

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 exceptional customer experience. You’ll report to and work closely with Support leadership to improve operations, efficiency, and quality; reduce response times; and contribute to an overall seamless customer experience. You will also work cross-functionally with other CX teams, Ops, Product, and Engineering as we take on new initiatives to drive towards continual improvement. The Manager of Tier 1 Support will be expected to be available and responsive during business hours (9-6, M-F) in their local time zone. They will also take part in on-call Incident coverage rotations (may include occasional Saturdays and holidays, etc.). What you’ll do here: ~70% Team Escalation Management 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 accu ... (truncated, view full listing at source)