Manager, Customer Support

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 Improvement & Strategic Input

• Identify opportunities to improve customer experience as well as team member growth, development, and overall engagement.
• Oversee the creation and maintenance of support resources, such as Confluence pages.
• Delegate assignments to help improve efficiency and knowledge base.
• Remove roadblocks and ensure high-quality completion of tasks and projects.

What you need to thrive:

Key Competencies:

• 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.

Additional Qualifications:

• Experience: 3-5+ years working in customer support, operations, or tech support, with at least 2 years in a leadership role. Bonus points for experience with SaaS platforms or in the beauty and wellness industry.
• Technical Aptitude: Deep knowledge of Boulevard’s platform (nice to have), Excel (required), and Salesforce (strongly preferred), with the ability to learn new platforms quickly, troubleshoot, and provide guidance for complex customer needs.
• Leadership Skills: Proven ability to inspire, develop, and lead high-performing teams while holding them accountable to performance standards.
• 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 starting total cash compensation for this role is between $77,280 - $110,400, 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.