Director, Customer Support

Boulevard; United States; Remote; USD 151,000 - 216,000; Full time

Job summary

Join a forward-thinking company that is revolutionizing the self-care industry. As the Director of Customer Support, you will lead a dynamic team dedicated to enhancing customer experiences. Your strategic vision will shape the future of customer service, ensuring that every interaction is meaningful and impactful. With a focus on operational excellence and team empowerment, you will drive initiatives that align with business goals while fostering a culture of accountability and growth. This is an exciting opportunity to make a significant impact in a rapidly growing organization that values innovation and collaboration.

Benefits

401(k) match

Dental insurance

Medical insurance

Vision insurance

Life insurance

Flexible vacation policy

Work from home stipend

Family planning resources

Equity options

Learning and Development program

Qualifications

• Minimum of 5-7+ years in customer support, with at least 3 years in a leadership role.
• Proven track record of managing high-performing customer support teams.

Responsibilities

• Lead and evolve customer service teams to deliver exceptional experiences.
• Optimize support operations for efficiency and quality.

Skills

Strategic Communication

Conflict Resolution

Problem Solving

Data Analysis

Customer Alignment

Team Leadership

Operational Excellence

Education

Bachelor's Degree

5-7+ years in Customer Support

Tools

Intercom

Salesforce

Jira

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 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.
• 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 business continues to grow.

Escalation & Crisis Management

• Take ownership of the most complex or escalated customer issues, ensuring timely and effective resolutions.
• Lead the development of crisis management plans and ensure the team is prepared to handle high-pressure situations.
• Act as the voice of the customer when communicating with leadership, advocating for solutions that prioritize customer satisfaction and loyalty.

Strategic Alignment & Collaboration

• Champion initiatives that align with Boulevard’s business goals and improve the overall customer experience, proactively identifying and resolving pain points across touchpoints throughout the customer journey.
• Analyze customer feedback, support interactions, and data to identify opportunities for product, service and team improvements.
• 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.

Data-Driven Insights & Reporting

• Develop and manage customer support KPIs and metrics to track team performance, service quality, and customer satisfaction.
• Provide regular updates and reports to senior leadership, highlighting trends, areas for improvement, and success stories.
• Use data to drive decision-making, process improvements, and resource allocation within the support team.

What you'll need to thrive:

• Strategic Communication: Anticipate questions and craft responses that align short-term customer needs with long-term business goals.
• Constructive Conflict Resolution: Facilitate healthy discussions, mediate conflicts, and guide team members to view challenges as opportunities for growth.
• High-Level Problem Solving: Analyze complex situations, manage high-stakes accounts, and identify root causes to address systemic issues.
• Data Driven Decision Making: Analytical mindset with the ability to assess data, identify trends, and take action to improve service levels.
• Customer and Business Alignment: Align support strategies with broader business objectives, ensuring customer satisfaction.
• Fostering Autonomy and Growth: Encourage independent problem-solving and coach team members toward professional growth and confidence.

Qualifications

• Experience: Minimum of 5-7+ years of experience in customer support, with at 3+ years in a leadership or senior management role.
• Results Driven: Proven track record of managing large, high-performing customer support teams, including setting strategy, driving results, and developing talent.
• Operational Mindset: Strong expertise in customer support operations, process improvement, and customer experience management.
• Tools and Technology: Experience with customer support tools and CRM platforms (e.g., Intercom, Salesforce, Jira).
• Communication Skills: Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Data Driven Decision Making: Strong analytical skills, with the ability to interpret data and implement strategies based on findings.
• Prioritization Strategies: Ability to navigate complex customer issues, balancing business goals with customer satisfaction.
• Adaptability: Proactive and adaptable, with a strong ability to drive change and innovation.
• Organizational Skills: Exceptional ability to manage competing priorities and deadlines in a fast-paced environment.
• Flexibility: Boulevard is a tech company with customers doing business around the clock; team members occasionally work extended days as needed and provide on-call coverage on holidays or weekends.

How We’ll Take Care Of You:

Your total budgeted cash compensation for this role is between $151,200 - $216,000 USD, depending on your current skills, experience, training, and overall market demands. This 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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