Director, Customer Support

Who is Boulevard?

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. 

We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.

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. We are looking for a highly motivated, experienced, and forward-thinking Director, Customer Support to lead and evolve our dynamic customer service teams. In this leadership role, you will be responsible for overseeing the entire customer support function, spanning from our frontline Tier 1 support specialists to our growing technical support team. You’ll develop and execute the customer service strategies, scale processes and workflows to ensure the delivery of exceptional experiences for all of Boulevard's customers. You will lead a team of managers and customer support specialists, collaborate across departments to enhance the customer journey, and set the vision for support operations that align with the business goals. This role requires strong leadership skills, strategic communication, and the ability to balance immediate customer needs with long-term business objectives.

What you’ll do here:

Strategic Leadership

• Develop and execute a long-term vision and strategy for the customer support organization andinfluence the trajectory of the support organization to align with the company’s overall business objectives.
• Establish and communicate clear customer service goals, ensuring that the team is aligned with company priorities and performance targets.
• Act as a key player in modeling and driving all of Boulevard’s  values, ensuring the team acts with a customer-first mentality and that all customer needs are understood and addressed in all decision-making processes.

Team Leadership & Development

• Lead and inspire a team of customer support managers, and specialists to deliver outstanding service.
• Implement strategies for continuous development of customer support leadership, promoting a high-performance, collaborative environment.
• Oversee hiring, training, and professional development initiatives to build a strong and capable team.
• Foster a culture of accountability, empowerment, and customer-centric thinking across all levels of the support department.
• Conduct regular performance reviews, leading with empathy while providing constructive feedback to support the professional development of team members.

Operational Excellence

• Optimize customer support operations, organizational structure, workflows, and cross-functional initiatives to ensure efficiency, scalability, and quality both short and long term.
• Develop and implement best practices, processes, and policies for handling customer inquiries, complaints, and support requests.
• Ensure the use of appropriate customer support tools and technology to enhance team productivity and customer experience, including optimizing Bot AI utilization and effectiveness. 
• Monitor service levels, response times, and customer satisfaction metrics to ensure high standards are met and exceeded.
• Establish, monitor, and own all team metrics, ensuring KPIs are met while identifying areas for improvement to drive support efficiency and effectiveness.
• Partner with team and cross-functional leadership to identify and execute optimizations in overall workflows 
• Manage workforce planning , schedules and needs to meet the evolving customer demands, as Boulevard’s