Customer Support Team Lead at Boulevard

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Biotechnology, SaaS, Beauty, WellnessIndustries

Requirements

Candidates should have 3-5+ years of technical support experience in a fast-paced SaaS startup environment, with at least 1-2+ years in a senior support role. Experience in customer success or account management is a plus. The role requires availability for on-call incident coverage, including Saturdays and some holidays, and the ability to exercise good judgment and critical thinking under pressure.

Responsibilities

The Customer Support Team Lead will resolve complex T1 tickets and own escalations, assisting customers via live chat, email, text, phone, and screen-sharing. Responsibilities include troubleshooting technical issues, communicating technical information effectively, de-escalating interactions, and identifying incidents as Support Incident Commander. The role also involves contributing to knowledge management, conducting peer enablement, assisting with team meetings, performing ticket QA, and surfacing customer insights and trends.

Skills

Customer Support

Team Leadership

Problem Solving

Customer Relationship Management

Escalation Management

Team Enablement

Boulevard

Business management platform for beauty services

About Boulevard

Boulevard provides a business management platform specifically designed for service-based businesses in the beauty and wellness industry. The platform includes tools for booking appointments, managing inventory, and enhancing customer interactions through features like customizable intake forms, two-way messaging, self-check-in, and automated arrival alerts. It allows businesses to create detailed client profiles that track past visits and purchases, enabling personalized service and stronger client relationships. Boulevard's one-tap tipping feature encourages upsells and pre-bookings, while its Software as a Service (SaaS) model charges clients a subscription fee for access. The platform is recognized for its user-friendly design and effectiveness in improving operational efficiency, setting it apart from competitors.

West Hollywood, CaliforniaHeadquarters

2016Year Founded

$105.1MTotal Funding

SERIES_CCompany Stage

Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

100% Health, dental, & vision coverage

Flexible vacation & PTO

Quarterly bonus

401k Match

Boulevard bucks

WFH perks

Risks

Emerging competitors offer similar features at lower costs, threatening Boulevard's market share.

Economic downturns may reduce spending in the beauty industry, affecting Boulevard's revenue.

Data privacy concerns with third-party integrations could lead to regulatory scrutiny.

Differentiation

Boulevard offers a comprehensive platform tailored for the beauty and wellness industry.

The platform integrates client self-scheduling, CRM, and payment processing seamlessly.

Boulevard's focus on personalized services enhances customer experience and operational efficiency.

Upsides

Boulevard achieved a 122% increase in annual recurring revenue in 2022.

The company launched Boulevard Capital to provide growth funding for self-care businesses.

Boulevard's enhanced Google integration improves booking efficiency for medspas and salons.

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