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 the ability to empathize with customer needs. You will follow structured guidelines, identify process improvements, and surface customer churn risks and upsell opportunities. The ideal candidate possesses 3+ years of experience in customer service, operations, or tech support, or leadership in a self-care business, along with exceptional communication and problem-solving skills.

Requirements

• This position requires a high level of technical skills and advanced troubleshooting experience
• Must be a fast learner who can quickly absorb and retain a ton of information without missing a beat
• 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

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
• 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