Boulevard powers the next generation of salons and spas so it’s easier for everyone to look and feel their best.

Customer Support Team Lead

Customer SupportCustomer SupportFull TimeRemoteTeam 201-500H1B SponsorCompany Site LinkedIn

Location

United States

Posted

177 days ago

Salary

$63K - $91K / year

3 yrs expEnglish

Job 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

Job 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.)