[Hiring] Customer Support Specialist @Boulevard

Role Description

Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with Boulevard 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 answer customer questions through multiple contact channels.

T1 Customer Support Specialists contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets (on behalf of SMB, Midmarket, Strategic, and Enterprise customers), supporting their team by maintaining a steady flow of ticket solves, and contributing to team resources. This role reports directly to a T1 Support Manager.

This role will work Monday-Friday, 9-6 EST + occasional additional coverage (some holidays, etc.).

What you’ll do here:

• Spend ~85% of the day owning complex T1 tickets:
• Assist customers via live chat, email, text, phone, and screen-sharing.
• Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy.
• Distill and effectively communicate technical information to customers with varying technical acumen.
• Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case.
• De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues when necessary.
• Potentially flex into other T1 ticket queues as needed based on volume fluctuations.
• Spend ~10% on meetings and administrative tasks.
• Spend ~5% on personal development and up-skilling (as time allows).
• Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement:
• Contribute to knowledge, SOPs, enablement, and macros (with manager oversight).
• Proactively surface process and product improvements.
• Assist the Customer Support Manager with ad hoc projects.
• Identify incidents and accurately follow incident response protocol.
• Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure.
• Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities.
• Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

Qualifications

• 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment. Bonus if you have experience supporting a technical platform within the self-care, data or medical industries.
• Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools. Well-versed in incident response at the Tier 1 Support level.
• Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure!
• Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
• You’re an empathetic and concise communicator, modeling how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit.
• 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.
• Managing Enterprise Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention.
• Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule team members may occasionally work extended days as needed and provide on-call coverage on holidays.

Benefits

• Your starting cash compensation for this role is $31.25 per hour + 10% bonus of your annual base compensation. This cash compensation is subject to change, and there is always room for growth and advancement.
• We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
• Take a break whenever you need with our flexible vacation day policy.
• Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
• Family planning resources and specialized support programs.
• Equity: get ahead on the ground floor and grow with Boulevard.
• Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.