Customer Support Specialist Remote - USA

Boulevard Labs, Inc.; New York (NY); Remote; USD 65,000 - 85,000; Full time

Job summary

Boulevard Labs, Inc. is seeking a Support Specialist to provide exceptional customer service on their unique client experience platform for self-care businesses. This role requires strong technical skills to assist users via various communication channels, ensuring customer satisfaction while troubleshooting and resolving issues effectively. The position offers a starting salary of $65,000 with additional benefits including flexible working options and a collaborative work environment.

Benefits

401(k) match

Flexible vacation day policy

Health, dental, and vision insurance

Work from home stipend

Equity

Learning and Development program

Qualifications

• 3+ years in customer service, operations, or tech support role.
• Experience in a self-care business preferred.
• Ability to explain technology to varying technical skill levels.

Responsibilities

• Provide multi-channel support to Boulevard platform users.
• Collaborate with teams to improve the customer experience.
• Surface customer churn risks and upsell opportunities.

Skills

Technical aptitude

Interpersonal skills

Problem-solving

Customer service

Attention to detail

Job description

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 athow 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 business relationships with Boulevard customers. The Support Specialist is the first line of communication for customers reaching out for assistance. Customer satisfaction is never sacrificed while meeting service-level expectations. From business owners, front desk users, or service providers, you’re available to answer their questions through multiple contact channels. Your assistance to all Boulevard platform users directly drives our immediate success as well as our continuous improvement and long-term growth.

What you’ll do here:

• Understand, anticipate, and empathize with customer’s needs before digging in to provide resolutions.
• Collaborate closely with a remote team to deliver outstanding troubleshooting, training, and customer support.
• This position requires a high level of technical skills and advanced troubleshooting experience.
• Follow a structured team schedule and the guidelines of our quality program to ensure consistent and reliable support.
• Assist customers via live chat, email, text, phone, and screen-sharing.
• Give life to our Boulevard values by personifying the brand in every interaction and delighting customers.
• Identify process and product improvements and work with internal teams to improve the overall customer experience.
• Must be a fast learner who can quickly absorb and retain a ton of information without missing a beat.
• Surface customer churn risks as well as upsell opportunities.
• Collaborate with Finance, Engineering, Product, and other Customer Experience teams.

What you’ll need to thrive:

• Experience: 3+ years working in a customer service, operations, or tech support role, OR 3+ as a leader at a self-care business
• Flexibility: Boulevard is a tech company with customers doing business around the clock; team members may occasionally work extended days as needed and provide on-call coverage on holidays.
• Technical aptitude: You’ll learn Boulevard's technology platform, explain the system to customers of varying technical savvy, and apply critical thinking and creative problem-solving each day.
• Let’s-do-this energy: Bring your customer service hat, share your love of change and challenge, and jump into our entrepreneurial, fast-paced environment.
• 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.
• High EQ: You navigate complex interactions with your versatile communication style, sophisticated interpersonal skills, and a resilient spirit.

How we’ll take care of you:

*This role is ineligible for residents of CA, NY, and WA*

Your starting budgeted cash compensation for this role is $65,000 + a 10% annual bonus. This total compensation range is subject to change, and there is always room for growth and advancement.

In addition to the wonderful people you’ll get to work withand challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically.

We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.

Take a break whenever you need with our 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.

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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