[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Boulevard is a client experience platform for appointment-based, self-care businesses. They are seeking a Customer Support Specialist to support and strengthen business relationships with customers by resolving complex technical issues and contributing to team resources.

Responsibilities

• Spend ~85% of the day owning complex T1 tickets:
• Assist customers via live chat, email, text, phone, and screen-sharing
• Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy
• Distill and effectively communicate technical information to customers with varying technical acumen
• Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case
• De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues when necessary
• Potentially flex into other T1 ticket queues as needed based on volume fluctuations
• Spend ~10% on meetings and administrative tasks
• Spend ~5% on personal development and up-skilling (as time allows)
• Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement:
• Contribute to knowledge, SOPs, enablement, and macros (with manager oversight)
• Proactively surface process and product improvements
• Assist the Customer Support Manager with ad hoc projects
• Identify incidents and accurately follow incident response protocol
• Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure
• Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities
• Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams

Skills

• 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment
• Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools
• Well-versed in incident response at the Tier 1 Support level
• Every i is dotted, every t is crossed
• Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
• You're an empathetic and concise communicator, modeling how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit
• 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
• Managing Enterprise Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention
• Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule team members may occasionally work extended days as needed and provide on-call coverage on holidays
• Bonus if you have experience supporting a technical platform within the self-care, data or medical industries

Benefits

• 10% bonus of your annual base compensation
• 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 Overview