Job Description

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.
• 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, and phone.
• 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.
• Surface customer churn risks as well as upsell opportunities.
• Collaborate with Finance, Engineering, Product, and other Customer Experience teams.
• Work the following shift time: 9am – 6pm PT Tuesday – Saturday

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 resilient spirit.

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.