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Customer Support Specialist

21 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Boulevard

Boulevard

Boulevard is the leading Client Experience Platform for appointment-based self care businesses, offering seamless online scheduling, messaging, and payments to enhance client experiences and drive revenue.

Diversified Consumer Services
251-1K
Founded 2016
$108M raised
View All Jobs 5

Description

  • Own complex Tier 1 support tickets across live chat, email, text, phone, and screen-sharing channels.
  • Troubleshoot technical issues, scope problems, anticipate downstream impact, and resolve customer cases with empathy and ownership.
  • Communicate technical information clearly to customers with varying levels of technical knowledge.
  • Adapt support responses by updating macros or creating new replies for specific customer situations.
  • De-escalate difficult customer interactions and escalate issues through the proper channels when needed.
  • Monitor and manage ticket queues, including flexing into other queues based on volume.
  • Contribute to knowledge base articles, SOPs, enablement materials, and macros with manager oversight.
  • Surface process and product improvement opportunities, as well as trends, churn risks, and upsell opportunities.
  • Identify incidents and follow incident response protocols accurately.
  • Collaborate with remote teammates and cross-functional partners across Finance, Engineering, Product, and Customer Experience.

Requirements

  • 2-4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment.
  • Experience supporting a technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory, or similar functions.
  • Well-versed in incident response at the Tier 1 Support level.
  • Experience supporting technical platforms in the self-care, data, or medical industries is a plus.
  • Strong attention to detail and a thorough, precise approach to work.
  • Strong emotional intelligence and the ability to communicate empathetically and concisely.
  • Exceptional verbal and written communication skills with the ability to build customer rapport.
  • A patient, positive, and solutions-oriented approach to problem solving.
  • Availability to work Monday-Friday, 9-6 EST, with occasional additional coverage and holiday/on-call support.
  • Flexibility to work extended days when needed to support Boulevard customers' business hours.

Benefits

  • Starting cash compensation of $31.25 per hour plus a 10% bonus of annual base compensation.
  • 401(k) match.
  • Medical, dental, vision, and life insurance.
  • Flexible vacation day policy.
  • Fully remote work with a monthly work-from-home stipend.
  • Family planning resources and specialized support programs.
  • Equity opportunity.
  • Boulevard Bucks Learning and Development program.

Interested in this position?

Apply directly on the company website

Apply Now

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