[Remote] Product Support Specialist at Boulevard

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Beauty, Self-care, Salon, SpaIndustries

Requirements

2-4 years of B2B customer service experience in a fast-growing SaaS or technology-driven environment, including 2+ years of technical troubleshooting for software and/or hardware
Strong technical aptitude and analytical skills, with a proven ability to resolve complex issues through data-driven thinking
Exceptional communication and problem-solving skills, capable of adapting to different audiences and situations
Proven ability to multitask and manage competing priorities without sacrificing accuracy or quality
Comfortable working independently and collaboratively in a fast-paced environment
Familiarity with support tools such as JIRA, ticketing platforms (Intercom, Zendesk), or similar systems (plus)
A proactive mindset, eagerness to learn, and passion for helping others succeed

Responsibilities

Manage and resolve Tier 2 support tickets that require in-depth data analysis or escalation—especially those impacting customer financials or complex scheduling settings
Monitor internal Slack channels to provide guidance, technical insight, and support across teams
Create and maintain documentation for both internal and customer-facing audiences to enhance troubleshooting and implementation processes
Handle critical customer escalations, coordinating with internal teams and external partners to drive timely, high-quality resolutions
Conduct Quality Assurance (QA) and User Acceptance Testing (UAT) for new product features and firmware updates—identifying bugs, product gaps, and areas for improvement
Identify and escalate complex issues to higher-level teams when additional expertise or investigation is required

Skills

Key technologies and capabilities for this role

technical supporttroubleshootingdata analysiscustomer supportSlackscheduling systemsTier 2 supportproblem-solving

Questions & Answers

Common questions about this position

What experience is required for the Product Support Specialist role?

You need 2-4 years of B2B customer service experience in a fast-growing SaaS or technology-driven environment, including 2+ years of technical troubleshooting for software and/or hardware.

What key skills are needed to thrive in this position?

Strong technical aptitude and analytical skills are required, along with exceptional communication and problem-solving abilities demonstrated through data-driven thinking.

What does the company culture at Boulevard emphasize?

Boulevard values diverse backgrounds, openness, equal opportunity, insatiable curiosity, experimentation, and creating simple yet sophisticated solutions to maximize impact.

Is the salary or compensation mentioned for this role?

This information is not specified in the job description.

What makes a strong candidate for this Product Support Specialist position?

A strong candidate thrives on problem-solving, has a passion for exceptional customer experiences, and brings technical expertise in troubleshooting complex issues in a SaaS environment.

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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