Customer Support Specialist

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.

The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. The Support Specialist is the first line of communication for customers reaching out for assistance. Customer satisfaction is never sacrificed while meeting service-level expectations. From business owners, front desk users, or service providers, you’re available to answer their questions through multiple contact channels. Your assistance to all Boulevard platform users directly drives our immediate success as well as our continuous improvement and long-term growth.

What you’ll do here:

• Understand, anticipate, and empathize with customer’s needs before digging in to provide resolutions.
• Collaborate closely with a remote team to deliver outstanding troubleshooting, training, and customer support.
• Follow a structured team schedule and the guidelines of our quality program to ensure consistent and reliable support.
• Assist up to five customers simultaneously via live chat and provide support via emails, phone calls, and screen sharing.
• Give life to our Boulevard values by personifying the brand in every interaction and delighting customers.
• Identify process and product improvements and work with internal teams to improve the overall customer experience.
• Provide remote troubleshooting for hardware devices and mobile applications.
• Delve into our customers’ business needs by assisting with reporting inquiries, identifying discrepancies, and suggesting reporting solutions. 
• Become an industry expert. Learn our customers’ business needs and effectively communicate technical solutions to a diverse and creative audience.
• Collaborate with Finance, Engineering, Product, and other Customer Experience teams.

What you’ll need to thrive:

Experience: 3+ years working in a customer service, operations, or tech support role, OR 3+ as a leader at a self-care business

• Flexibility: Boulevard is a tech company with customers doing business around the clock; team members may occasionally work extended days as needed and provide on-call coverage on holidays.  
• Technical Expert: You’ll learn Boulevard's technology platform, explain the system to customers of varying technical savvy, and apply critical thinking and creative problem-solving each day.
• Curiosity: You enjoy uncovering the ‘why’ behind how things work and problem-solving.
• Let’s-do-this energy: Bring your customer service hat, share your love of change and challenge, and jump into our entrepreneurial, fast-paced environment.
• Multi-tasking: Help Chat is second nature for you. Quality isn’t sacrificed for speed and efficiency.
• Joy for details: 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.
• Solution-based Thinking: Identify opportunities to improve customer experience.
• High EQ: You navigate complex interactions with your versatile communication style, sophisticated interpersonal skills, and a resilient spirit.

How we’ll take care of you:

*This role is ineligible for residents of CA, and NY*

Your starting budgeted cash compensation for this role is $65,000 + a 10% annual bonus. This total compensation range is subject to change, and there is always room for growth and advancement.

In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. 

• ✨ 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.

📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.