Boulevard · 23 hours ago
Manager, Customer Support
United States
Full-time
Remote
Mid, Senior Level
$67K/yr - $95K/yr
3+ years expBoulevard is a company that provides a client experience platform for appointment-based self-care businesses. They are seeking a Manager of Tier 1 Support to lead a team of Support Specialists, focusing on improving operations and customer satisfaction while fostering a collaborative team culture.
B2BConsultingInternetMarketingSaaS
Responsibilities
Own hiring, Support-specific training, coaching, and empowering a hardworking, diverse team of Tier 1 Support Specialists
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, maintaining a continual pulse on Tier 1 Support to ensure SLAs are met and KPIs are achieved
Analyze team performance and ticket data, identifying/sharing trends, drivers, and making recommendations on potential actions
Run QA for your team to ensure we meet a high bar across Tier 1 customer communications, providing targeted feedback in 1:1s
Drive continual team improvements in efficiency, quality, response times, and customer satisfaction
Assist Tier 1 Specialists in developing short- and long-term career goals, identifying and enabling growth opportunities when appropriate
Navigate difficult conversations with grace, adjusting to your audience’s communication styles and needs
Proactively identify Tier 1 resource, enablement, and process gaps, collaborating effectively with stakeholders and/or owning next steps
De-escalate sensitive escalations with confidence, effectively navigating through defined channels to resolve issues when necessary
Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with other Tier 1 Managers/Leads)
Proactively surface opportunities to improve broader efficiency and customer experience
Influence the direction of BLVD Support by partnering with Support leadership on department and cross-functional initiatives, customer advocacy, and improvement opportunities
Identify and lead efforts to scale Support resources such as our Help Center, internal documentation, internal training, and customer enablement efforts
Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure
Exercise exceptional project management skills–completing projects, deliverables, and tasks on time while proactively communicating updates to stakeholders
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 Tier 1+ Support management experience in a fast-paced SaaS startup environment; previous experience playing an active part in building a new team is a must
Previous experience managing a customer-facing Tier 1 (or beyond) Support team for a technical platform that manages and troubleshoots data, reporting, audit logs, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools
Well-versed in incident response
Previous experience with standard Support tools such as ticketing platforms (Intercom, Zendesk, Salesforce), Jira, audit logs, Zoom, Slack, etc
Analytical, methodical approach to identifying challenges and measuring impact–strong ownership in tracking metrics and outcomes
You are well-versed in identifying and building team-level infrastructure, processes, and tools to drive efficiency and streamlined operations
Outstanding customer rapport: Give life to our Boulevard values by personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills
As a leader on the Customer Support team, you will need to approach situations with a bias for strategic action, meeting challenges or conflict with a solutions-oriented focus that solves the immediate issue while planning future prevention
Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule and on-call incident response rotation, team members may occasionally work extended days as needed and provide on-call coverage on holidays
Preferred
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!
Let's-do-this energy: Bring your seasoned Saas Support Manager hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
High EQ: You're a seasoned leader, able to coach your team and model how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit
Patience, Positivity, Problem solving: As a leader on the Customer Support team, you will need to approach situations with a bias for strategic action, meeting challenges or conflict with a solutions-oriented focus that solves the immediate issue while planning future prevention
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,Toba Capital
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