Manager, Customer Support

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

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. Take a look at how we (and YOU) can make that happen. 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, and you should too. Come do the best work of your life at Boulevard.

The Customer Experience group is responsible for launching, supporting, and strengthening relationships with Boulevard customers and we are looking for a highly motivated and experienced Manager of Customer Support to help lead our dynamic customer service team. Reporting into the Senior Manager of Customer Support, the Manager of Customer Support will be responsible for ensuring that our customers receive the highest quality support, balancing speed and quality, overseeing daily operations, and driving performance improvements. You will manage a team of customer support agents, work closely with other departments to enhance the customer experience, and implement best practices for customer satisfaction and team efficiency. This role requires strong leadership skills, strategic communication, and the ability to balance immediate customer needs with long-term business objectives.

Requirements

• Not specified

Responsibilities

Team Leadership & Development:

• Lead, mentor, and coach a team of about 5-10 customer support agents to achieve departmental goals and maintain high levels of customer satisfaction.
• Conduct regular performance reviews, leading with empathy while providing constructive feedback to support the professional development of team members and to ensure accountability.
• Promote a strong team dynamic and foster a culture of growth and autonomy, encouraging team members to take initiative, experiment, and pursue innovative solutions.
• Model our team values of resilience, empathy, collaboration and a strong focus on driving a best-in-class customer experience.

Operational Support:

• Oversee daily operations and team workload and prioritize projects to ensure efficient customer support.
• Work closely with other departments to enhance the customer experience.
• Implement best practices for customer satisfaction and team efficiency.