Manager, Customer Support

Come do the best work of your life at Boulevard.

Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with Boulevard’s customers. Customer satisfaction is never sacrificed while meeting service-level expectations. Whether business owners, front desk users, or service providers, our Support team is available to provide best-in-class omnichannel support. 

This role will focus on supporting and scaling a diverse, hardworking team of Tier 1 Support Specialists as we continue to evolve. You’ll play a key role in building and refining scalable solutions and processes while nurturing a collaborative, inclusive culture where folks thrive on demonstrating our values and providing an exceptional customer experience. You’ll report to and work closely with Support leadership to improve operations, efficiency, and quality; reduce response times; and contribute to an overall seamless customer experience. You will also work cross-functionally with other CX teams, Ops, Product, and Engineering as we take on new initiatives to drive towards continual improvement. 

The Manager of Tier 1 Support will be expected to be available and responsive during business hours (9-6, M-F) in their local time zone. They will also take part in on-call Incident coverage rotations (may include occasional Saturdays and holidays, etc.). 

What you’ll do here:

• ~70% Team & Escalation Management
• Own hiring, Support-specific training, coaching, and empowering a hardworking, diverse team of Tier 1 Support Specialists
• Regularly host team meetings and 1:1s, owning team performance management
• Utilize internal tools to monitor and manage your immediate team’s performance along with queues/inboxes, maintaining a continual pulse on Tier 1 Support to ensure SLAs are met and KPIs are achieved
• Analyze team performance and ticket data, identifying/sharing trends, drivers, and making recommendations on potential actions
• Run QA for your team to ensure we meet a high bar across Tier 1 customer communications, providing targeted feedback in 1:1s
• Drive continual team improvements in efficiency, quality, response times, and customer satisfaction 
• Assist Tier 1 Specialists in developing short- and long-term career goals, identifying and enabling growth opportunities when appropriate 
• Navigate difficult conversations with grace, adjusting to your audience’s communication styles and needs
• Proactively identify Tier 1 resource, enablement, and process gaps, collaborating effectively with stakeholders and/or owning next steps 
• De-escalate sensitive escalations with confidence, effectively navigating through defined channels to resolve issues when necessary
• Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with other Tier 1 Managers/Leads)
• ~20% Department & Cross-functional Initiatives/Projects
• Proactively surface opportunities to improve broader efficiency and customer experience 
• Influence the direction of BLVD Support by partnering with Support leadership on department and cross-functional initiatives, customer advocacy, and improvement opportunities.
• Identify and lead efforts to scale Support resources such as our Help Center, internal documentation, internal training, and customer enablement efforts
• ~10% Personal development and upskilling (as time allows)
• Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure
• Exercise exceptional project management skills–completing projects, deliverables, and tasks on time while proactively communicating updates to stakeholders
• Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.

What you need to thrive:

• Experience: 3-5+ years Tier 1+ Support management experience in a fast-paced SaaS startup environment; previous experience playing an active part in building a new team is a must.
• Technical aptitude: Previous experience managing a customer-facing Tier 1 (or beyond) Support team for a technical platform that manages and troubleshoots data, reporting, audit logs, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools. Well-versed in incident response. Previous experience with standard Support tools such as ticketing platforms (Intercom, Zendesk, Salesforce), Jira, audit logs, Zoom, Slack, etc.
• Joy for details: Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure!
• Exceptionally Results Oriented: Analytical, methodical approach to identifying challenges and measuring impact–strong ownership in tracking metrics and outcomes.
• Ability to Think Systematically: You are well-versed in identifying and building team-level infrastructure, processes, and tools to drive efficiency and streamlined operations. 
• Let’s-do-this energy: Bring your seasoned Saas Support Manager hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
• High EQ: You’re a seasoned leader, able to coach your team and model how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit.
• Outstanding customer rapport: 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.
• Patience, Positivity, Problem solving: As a leader on the Customer Support team, you will need to approach situations with a bias for strategic action, meeting challenges or conflict with a solutions-oriented focus that solves the immediate issue while planning future prevention.
• Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule and on-call incident response rotation, team members may occasionally work extended days as needed and provide on-call coverage on holidays. 

How We’ll Take Care Of You:

Your starting base salary range for this role is $67,000 - $95,000 + a 20% annual bonus, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.