Director, Customer Support

Summary

Join Boulevard as Director, Customer Support and lead and evolve our dynamic customer service teams. Oversee the entire customer support function, from Tier 1 specialists to the technical support team. Develop and execute customer service strategies, scale processes, and ensure exceptional customer experiences. Lead a team of managers and specialists, collaborate across departments, and set a vision for support operations aligned with business goals. This role demands strong leadership, strategic communication, and the ability to balance immediate customer needs with long-term objectives. You will develop and execute a long-term vision and strategy for the customer support organization. You will also lead and inspire a team of customer support managers and specialists to deliver outstanding service.

Requirements

• 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
• Experience: Minimum of 5-7+ years of experience in customer support, with at least 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

Responsibilities

• Develop and execute a long-term vision and strategy for the customer support organization and influence 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
• 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
• 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
• 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
• 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

Benefits

• 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
• 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