Responsibilities
- Spend ~85% of the day owning complex T1 tickets
- Assist customers via live chat, email, text, phone, and screen-sharing
- Effectively 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 existing macros or create new responses to fit each individual case
- De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues 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)
- Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement
- Contribute to 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, including Finance, Engineering, Product, and other Customer Experience teams
Requirements
- Experience: 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment
- Technical aptitude: Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools
- Well-versed in incident response at the Tier 1 Support level
- Joy for details: Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure!
- Let’s-do-this energy: Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
- High EQ: You’re an empathetic and concise communicator, modeling how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit
- Outstanding customer rapport: Give life to our Boulevard values by personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills
- Patience, Positivity, Problem solving: Managing Enterprise Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention
- Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule team members may occasionally 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
Structure: immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams. Reports to: T1 Support Manager
Additional Information
- This role will work Monday-Friday, 9-6 EST + occasional additional coverage (some holidays, etc.)
- Your starting cash compensation for this role is $31.25 per hour + 10% bonus of your annual base compensation
- This cash compensation is subject to change, and there is always room for growth and advancement
