Netflix seeks a Customer Support Specialist to serve as the first line of contact for our business customers. In this Tier 1 role, you will be responsible for resolving complex support tickets for SMB, Midmarket, Strategic, and Enterprise customers while strengthening business relationships and meeting service-level expectations.

What You'll Do

Spend ~85% of your day owning complex T1 tickets via live chat, email, text, phone, and screen-sharing.
Scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy.
Distill and effectively communicate technical information to customers with varying technical acumen.
Exercise adaptable communication skills, independently determining when to modify macros or create new responses.
De-escalate sensitive interactions with confidence, escalating through defined channels when necessary.
Potentially flex into other T1 ticket queues as needed based on volume fluctuations.
Spend ~10% on meetings and administrative tasks.
Spend ~5% on personal development and up-skilling as time allows.
Contribute to internal knowledge, SOPs, enablement, and macros with manager oversight.
Proactively surface process and product improvements.
Assist the Customer Support Manager with ad hoc projects.
Identify incidents and accurately follow incident response protocol.
Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure.
Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities.
Build relationships and collaborate effectively with your immediate remote team and cross-functional partners.

What We're Looking For

2-4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment.
Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory, or a combination of these.
Well-versed in incident response at the Tier 1 Support level.
Joy for details and meticulous attention to accuracy.
Let’s-do-this energy and curiosity for an entrepreneurial, fast-paced environment.
High EQ: empathetic and concise communicator with versatile communication style and sophisticated interpersonal skills.
Outstanding customer rapport and ability to personify brand values in every interaction.
Patience, positivity, and problem-solving skills with a bias for thoughtful action.
Flexibility to work extended days as needed and provide on-call coverage on holidays.

Nice to Have

Bonus if you have experience supporting a technical platform within the self-care, data, or medical industries.

Team & Environment

You will report directly to a T1 Support Manager and collaborate closely with your remote team.

Benefits & Compensation

Salary: $65,000
401(k) match
Dental, medical, vision, and life insurance
Flexible vacation day policy
Fully remote work
Work from home stipend every month
Family planning resources and specialized support programs
Equity
Boulevard Bucks Learning and Development program

Work Mode

This is a fully remote position for candidates located within the USA.

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions are based on business needs, job requirements, and individual qualifications.