Support Specialist

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

The Customer Experience group at Boulevard is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. As a Support Specialist, you will be the first line of communication for customers seeking assistance. Your primary goal is to ensure customer satisfaction while meeting service-level expectations. You will assist all Boulevard platform users, including business owners, front desk users, and service providers, through various contact channels, directly contributing to our immediate success, continuous improvement, and long-term growth.

Responsibilities

• Understand, anticipate, and empathize with customer needs to provide effective resolutions.
• Collaborate closely with a remote team to deliver outstanding troubleshooting, training, and customer support.
• Provide assistance to customers via live chat, email, text, phone, and screen-sharing.
• Personify the Boulevard brand in every interaction, delighting customers and bringing our values to life.
• Identify process and product improvements and work with internal teams to enhance the overall customer experience.
• Quickly absorb and retain a large amount of information to provide seamless support.
• Surface customer churn risks and identify upsell opportunities.
• Collaborate effectively with Finance, Engineering, Product, and other Customer Experience teams.
• Follow a structured team schedule and quality program guidelines for consistent and reliable support.

Requirements

• Experience: A minimum of 3 years working in a customer service, operations, or tech support role, OR 3 years as a leader at a self-care business.
• Flexibility: Ability to occasionally work extended days and provide on-call coverage on holidays, as Boulevard is a tech company with customers operating around the clock.
• Technical Aptitude: Demonstrated ability to learn Boulevard's technology platform, explain the system to customers with varying technical skills, and apply critical thinking and creative problem-solving.
• "Let's-do-this" Energy: A customer-centric attitude, enthusiasm for change and challenges, and the ability to thrive in an entrepreneurial, fast-paced environment.
• Attention to Detail: Meticulous in ensuring all aspects of customer interactions and support are handled with precision.
• High EQ: Possess versatile communication skills, sophisticated interpersonal abilities, and a resilient spirit to navigate complex interactions.

Company Information

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.

Founded in 2016 after extensive research into the pain points of salon managers and front desk staff, Boulevard offers a modern, user-friendly platform designed for the unique needs of the self-care industry, including salons, spas, medspas, barbershops, and more. Our technology is built to help our customers not just survive, but thrive.

We foster a culture of insatiable curiosity and embrace experimentation, believing that simple solutions require the most sophistication. We meticulously design every detail to maximize potential, power, and impact. Our team values and celebrates diverse backgrounds, believing that openness about who we are and what we do allows us to do the best work of our lives. We are committed to equal opportunity for all.

Come do the best work of your life at Boulevard.

Application Instructions

[Not Specified]