Customer Support Specialist - Boulevard

About 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, medspas, barbershops, and more.

About the Role

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.

Schedule: Monday–Friday, 9:00 AM – 6:00 PM EST + occasional additional coverage (some holidays, etc.).

What You'll Do

• Own complex T1 tickets (~85% of time):
  • 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 challenging interactions with confidence, effectively escalating through defined channels to resolve issues when necessary.
  • Flex into other T1 ticket queues as needed based on volume fluctuations.
• Meetings and administrative tasks (~10% of time).
• Personal development and up-skilling (~5% of time).
• Internal resources and continual improvement (up to ~5% volume-allowing):
  • Contribute to knowledge bases, SOPs, enablement materials, and macros.
  • 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 good judgment under pressure.
• Provide customer insights by surfacing trends, churn risks, and upsell opportunities.
• Collaborate effectively with remote teammates and cross-functional partners in Finance, Engineering, Product, and Customer Experience.

What You'll Need to Thrive

• Experience: 2–4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment. Experience supporting a technical platform within self-care, data, or medical industries is a plus.
• Technical Aptitude: Previous experience supporting a complex technical platform managing data, reporting, user permissions/roles, scheduling, payments, inventory, or related workflows. Well-versed in Tier 1 incident response.
• Attention to Detail: Meticulous approach to handling technical investigations and documentation.
• High EQ & Communication: Empathetic, concise communicator capable of navigating complex interactions and internal relationships.
• Problem-Solving Skills: Solutions-oriented mindset that solves immediate issues while planning for future prevention.
• Flexibility: Ability to occasionally work extended hours or provide holiday on-call coverage as needed.

Benefits & Perks

• Competitive base hourly rate ($31.25/hr) + 10% annual bonus eligibility.
• Equity participation for all full-time employees.
• Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage.
• Annual $1,200 HSA employer contribution for eligible plans.
• 100% covered dental, vision, life, and disability insurance.
• 12 weeks of fully paid U.S. parental leave.
• Flexible paid time off plus 10 U.S. company holidays.
• Fully remote setup support: $200 home office allowance and $50/month WFH reimbursement.
• $200 quarterly Boulevard Bucks for well-being.
• One Medical membership and Employee Assistance Program.