Boulevard · 3 months ago
Customer Support Team Lead
United States
Full-time
Remote
Mid, Senior Level
$63K/yr - $91K/yr
3+ years expBoulevard is the first and only client experience platform for appointment-based, self-care businesses, aiming to empower customers to enhance client experiences. The Customer Support Team Lead is responsible for supporting T1 Managers, resolving complex tickets, and improving team efficiency while ensuring customer satisfaction.
B2BConsultingInternetMarketingSaaS
Responsibilities
Spend ~10-20% of the day supporting T1 Managers by:
Contributing to knowledge, SOP, and macro management
Surfacing process and product improvements
Conducting peer enablement and mentorship
Occasionally running team meetings in Support Manager absence
Assisting Support leadership with ad hoc duties and projects
T1 Ticket QA (calibrated with T1 managers)
Spend ~60-70% of the day owning complex T1 tickets and T1 escalations:
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 (including escalations from more junior T1 specialists), effectively escalating through defined channels to resolve issues when necessary
Flex into other T1 ticket queues as needed based on volume fluctuations
Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with T1 Managers)
Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure
Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities
Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams
Qualification
Required
3-5+ years technical support experience in a fast-paced SaaS startup environment
Minimum 1-2+ years in a senior Support role
Previous experience supporting a complex technical platform that manages data, reporting, users, scheduling, payments, inventory or a combination of several of these using internal resources and external tools such as Postmark
Well-versed in incident response at the Tier 1 Support level
Exceptional verbal and written communication skills
Ability to exercise good judgement and critical thinking under pressure
Ability to effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues
Ability to de-escalate spicy interactions with confidence
Ability to collaborate effectively with immediate remote team and cross-functional partners
Preferred
Experience supporting a technical platform within the self-care, data or medical industries
High EQ and sophisticated interpersonal skills
Outstanding customer rapport
Patience, Positivity, Problem solving
Flexibility to work extended days and provide on-call coverage on holidays
Benefits
401(k) match plus dental, medical, vision, and life insurance.
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.
Company
Boulevard
Boulevard provides beauty and wellness businesses with tools for booking, payments, marketing, and client relationship management.
201-500 employees
H1B Sponsorship
Boulevard has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (4)
2022 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$188MKey Investors
JMI EquityPoint72 VenturesIndex Ventures
2025-07-17Series D· $80M
2022-08-09Series C· $70M
2020-11-23Series B· $27M
Leadership Team
Matt Danna
Co-Founder & CEO
Sean Stavropoulos
Co-Founder and CTO
Recent News
Global Cosmetics News
2025-12-31
Global Cosmetics News
2025-07-24
Company data provided by crunchbase