Senior Manager, Support

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.

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.

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.

The Role

Support is the first line of contact for customers, providing deep subject matter expertise to solve break/fix issues, unblocking and enabling each business to fully leverage our platform to reach their goals.

This role will focus on actively contributing to scaling a diverse, hardworking team of multi-tier Support Specialists as we continue to grow. You'll play a key role in building scalable solutions and processes while nurturing a collaborative, inclusive culture. You'll report to and work closely with the Director of Support to improve operations, efficiency, and quality.

What you'll do here

Team & Escalation Management

• Own hiring, coaching, and empowering a hardworking, diverse team of multi-tier Support Specialists and/or managers.
• Regularly host team meetings and 1:1s, owning team performance management.
• Utilize internal tools to monitor and manage your immediate team's performance along with queues/inboxes.
• Analyze team performance and ticket data, identifying/sharing trends, drivers, and making recommendations.
• Run or oversee QA for your team to ensure we meet a high bar across customer communications.
• Drive continual team improvements in efficiency, quality, response times, and customer satisfaction.
• Assist Specialists/Managers in developing short- and long-term career goals.
• Navigate difficult conversations with grace, adjusting to your audience's communication styles.
• De-escalate sensitive escalations with confidence.
• Identify incidents and accurately follow incident response protocol as Support Incident Commander.

Department & Cross-functional Initiatives/Projects

• Influence the direction of BLVD Support by partnering with Support leadership on department and cross-functional initiatives.
• Own and successfully deliver on complex Support projects that drive toward KPI/OKR goals.
• Identify and lead efforts to address opportunities to continually improve broader efficiency and customer experience.
• Proactively identify Support resource, enablement, and process gaps.
• Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure.
• Exercise exceptional project management skills.
• Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

What you need to thrive

• Experience: 5-10 years Support management experience in a fast-paced SaaS startup environment across multiple customer segments inclusive of Enterprise.
• Technical aptitude: Previous experience managing a multi-tier Support team for a technical platform (data, reporting, audit logs, user permissions, scheduling, payments, inventory). Well-versed in incident response and standard Support tools (Intercom, Zendesk, Salesforce, Jira, Zoom, Slack).
• Joy for details: Every i is dotted, every t is crossed.
• Exceptionally Results Oriented: Analytical, methodical approach to identifying challenges and measuring impact.
• Ability to Think Systematically: Well-versed in identifying and building team-level infrastructure, processes, and tools.
• Let's-do-this energy: Bring your seasoned leadership, curiosity, and jump into our entrepreneurial, fast-paced environment.
• High EQ: A seasoned leader able to coach your team and model effective internal relationships and complex customer interactions.
• Outstanding customer rapport: Personify the brand in every interaction.
• Patience, Positivity, Problem solving: Approach situations with a bias for strategic action.
• Flexibility: Ability to work standard hours with flexibility for volume spikes, on-call incident response, and holiday coverage.

How We'll Take Care Of You

For U.S. based candidates, the anticipated base salary of this role is $135,000 per year, plus potential variable compensation.

• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote with a monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity.
• Boulevard Bucks Learning and Development program.