Customer Support Specialist

Summary

Join Boulevard's Customer Experience team as a Support Specialist, providing first-line assistance to clients via various channels. You will troubleshoot issues, deliver training, and collaborate with a remote team to ensure outstanding customer support. This role demands strong technical skills, advanced troubleshooting experience, and a commitment to exceeding service-level expectations while maintaining high customer satisfaction. You will be responsible for identifying process and product improvements and collaborating with internal teams. The position requires a flexible schedule and a high level of emotional intelligence. Boulevard offers competitive compensation, benefits, and a fully remote work environment.

Requirements

• 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
• Schedule: Must be able to commit to working Mondays from 9am - 6pm PST, and Tuesday - Friday, 8am - 5pm PST

Responsibilities

• 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
• 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

Benefits

• 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
• 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