Manager, Customer Support - Remote

Overview

As the Manager of Customer Support at Boulevard, you will lead a dynamic team, ensuring high-quality customer service while balancing operational efficiency and strategic goals.

In Short

• Lead and mentor a team of 5-10 customer support agents.
• Oversee daily operations and prioritize projects for exceptional customer experiences.
• Ensure KPIs are met and drive support efficiency.
• Collaborate with cross-functional teams to enhance customer experience.
• Manage escalated customer issues and develop strategic solutions.
• Conduct performance reviews and promote professional development.
• Identify opportunities for process improvements.
• Support staffing and scheduling to meet customer demand.
• Advocate for customers while aligning strategies with business goals.
• Participate in hiring and onboarding of new customer support team members.

Requirements

• 3-5+ years in customer support or operations, with 2+ years in leadership.
• Experience with SaaS platforms or in the beauty and wellness industry is a plus.
• Strong technical aptitude, especially with Excel and Salesforce.
• Excellent organizational skills and ability to manage competing priorities.
• Flexibility to work extended hours and on-call as needed.
• Proven ability to inspire and lead high-performing teams.
• Analytical mindset for data-driven decision making.
• Effective conflict resolution and communication skills.
• Ability to foster a culture of growth and autonomy.
• Customer and business alignment experience.

Benefits

• 401(k) match, dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity opportunities for employees.
• Learning and development programs available.