Customer Support Specialist

About Boulevard

Boulevard is a client experience platform built specifically for appointment-based self-care businesses. The product helps salons, spas, medspas, barbershops, and similar businesses create smoother, more memorable client interactions. The company was shaped by extensive interviews with salon managers and hands-on front desk work before launch in 2016, with a focus on solving real operational pain points through a modern, easy-to-use system.

The team values curiosity, experimentation, thoughtful design, and inclusion. Boulevard emphasizes that simple solutions often require deep thinking, and it aims to create an environment where people can do their best work while respecting diverse backgrounds and perspectives.

Role overview

The Support team is the initial point of contact for customers seeking help. This team protects customer relationships while maintaining service-level goals, and responds across multiple channels for business owners, front desk staff, and service providers.

The T1 Customer Support Specialist handles complex Tier 1 tickets for SMB, Midmarket, Strategic, and Enterprise customers, contributes to team productivity, and helps improve the customer experience. The position reports to a T1 Support Manager.

Working schedule

This is a fully remote role based in the United States. The schedule is Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, with occasional extra coverage for holidays and other needs.

What you will do

• Own the majority of the day’s complex Tier 1 support cases.
• Help customers through live chat, email, text, phone, and screen sharing.
• Investigate issues, think through downstream effects, and solve technical problems with ownership and empathy.
• Translate technical information into clear, customer-friendly language for people with different levels of technical knowledge.
• Adapt communication style as needed, including updating or creating macros to match each situation.
• Handle difficult conversations calmly and escalate through the proper channels when required.
• Move into other Tier 1 queues when ticket volume requires it.
• Spend time in meetings and administrative work.
• Use available time for self-learning and professional growth.
• Contribute to internal documentation, SOPs, enablement materials, and macros with manager guidance.
• Share process and product improvement ideas proactively.
• Support ad hoc projects for the Customer Support Manager.
• Recognize incidents and follow the incident response process accurately.
• Show sound judgment, resilience, adaptability, and critical thinking under pressure.
• Surface customer trends, churn signals, and upsell opportunities.
• Work closely with a remote team and cross-functional partners across Finance, Engineering, Product, and other Customer Experience functions.

What you need to succeed

• 2 to 4+ years of customer-facing Enterprise Support experience in a fast-moving SaaS startup environment.
• Experience supporting a technical platform connected to data, reporting, permissions, scheduling, payments, inventory, or similar systems, using both internal and external tools.
• Working knowledge of Tier 1 incident response.
• Strong attention to detail and a careful approach to work.
• High energy and comfort in an entrepreneurial, fast-paced setting.
• Strong emotional intelligence and the ability to communicate with empathy and clarity.
• Excellent customer relationship skills and a polished presence in both verbal and written communication.
• A thoughtful, solution-oriented mindset when handling conflict or complex support issues.
• Flexibility to occasionally work longer days and provide holiday/on-call coverage.

Compensation and benefits

The starting cash compensation is $31.25 per hour, plus a bonus equal to 10% of annual base compensation. Compensation may change over time, and growth opportunities are available.

• 401(k) match.
• Medical, dental, vision, and life insurance.
• Flexible vacation policy.
• Monthly work-from-home stipend.
• Family planning support and related programs.
• Equity opportunity.
• Learning and development support through Boulevard Bucks, including chances to explore businesses in the company’s market.

Equal opportunity

Boulevard Labs, Inc. is committed to equal employment opportunity and an inclusive workplace. Hiring decisions are based on business needs, role requirements, and individual qualifications, without regard to protected characteristics under applicable law.