Senior Manager, Support

About the role

Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen . We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most . Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too. Come do the best work of your life at Boulevard. Support is the first line of contact for customers, providing deep subject matter expertise to solve break/fix issues, unblocking and enabling each business to fully leverage our platform to reach their goals. Whether business owners, front desk users, or service providers, our Support team strives to continually provide best-in-class omnichannel support. This role will focus on actively contributing to scaling a diverse, hardworking team of multi-tier Support Specialists (and potentially managers) as we continue to grow. You'll play a key role in building scalable solutions and processes while nurturing a collaborative, inclusive culture where folks thrive on demonstrating our values and providing an exceptional customer experience. You'll report to and work closely with the Director of Support to improve operations, efficiency, and quality; reduce response times; and contribute to an overall seamless customer experience. You will also work cross-functionally with other Support leaders, CX teams, Ops, Product, and Engineering as we take on new initiatives to drive towards continual improvement. Success in this role looks like self-driven ownership, proactivity, and effectively balancing daily team management with delegated project management. The Sr. Manager of Support will be expected to be available and responsive during business hours (9-6, M-F) in their local time zone with flexibility to adjust for unforeseen volume spikes and business needs, also taking part in on-call Incident coverage rotations. What you'll do here: Team & Escalation Management Own hiring, coaching, and empowering a hardworking, diverse team of multi-tier Support Specialists and/or managers Regularly host team meetings and 1:1s, owning team performance management Utilize internal tools to monitor and manage your immediate team's performance along with queues/inboxes, maintaining a continual pulse on Support to ensure SLAs are met and customer experience meets our expectations Analyze team performance and ticket data, identifying/sharing trends, drivers, and making recommendations on potential actions Run or oversee QA for your team to ensure we meet a high bar across customer communications, providing targeted feedback in 1:1s Drive continual team improvements in efficiency, quality, response times, and customer satisfaction Assist Specialists/Managers in developing short- and long-term career goals, identifying and enabling growth opportunities when appropriate Navigate difficult conversations with grace, adjusting to your audience's communication styles and needs while adhering to performance timelines De-escalate sensitive escalations with confidence, effectively navigating through defined channels to resolve issues when necessary Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with other Support leaders) Department & Cross-functional Initiatives/Projects Influence the direction of BLVD Support by partnering with Support leadership on department and cross-functional initiatives, customer advocacy, and improvement opportunities. Own and successfully deliver on complex Support projects that drive toward KPI/OKR goals Identify and lead efforts to address opportunities to continually improve broader efficiency and customer experience Proactively identify Support resource, enablement, and process gaps, collaborating effectively with stakeholders and/or owning next steps Personal development and upskilling (as time allows) Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure Exercise exceptional project management skills-completing projects, del

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