Manager, 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 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. 

 

What you’ll do:

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 drive outcomes while delivering exceptional customer experiences.
• Own team metrics, ensuring KPIs are met while identifying areas for improvement to drive support efficiency and effectiveness.
• Influence, implement and maintain processes to resolve escalated customer issues swiftly and effectively.
• Serve as the first point of escalation for customer issues, de-escalating situations, and developing strategic solutions for complex problems.
• Partner with team members cross-functionally to identify optimizations in overall workflows and to execute creative solutions to unique customer use cases.
• Manage staffing levels and schedules to meet customer demand, including during peak times.

Strategic Alignment & Collaboration

• Align support strategies with Boulevard’s business goals to ensure customer satisfaction and retention.
• Collaborate with product, marketing, and sales teams to address customer feedback, improve the overall customer experience, and resolve any recurring issues.
• Advocate for customers and team members, serving as a bridge between internal stakeholders and customer-facing teams.
• Escalate team- and customer-related topics from the broader group to the Senior Manager of Support to ensure high-quality team performance and customer experience.
• Act as an escalation point during on-call incidents and collaborate with the Engineering and Support teams.
• Collaborate with Talent Acquisition to interview Customer Support candidates and manage new hire onboarding.
• Assist Customer Experience leadership with ad hoc duties and projects.

Process Impro