Music Evolved Records is hiring a Product Support Specialist

Who is Boulevard? Boulevard offers an innovative client experience platform tailored for appointment-based, self-care businesses. Our mission is to empower customers by creating magical moments that truly matter. Our founders dedicated extensive time interviewing salon managers and working frontline positions to understand industry challenges, ultimately designing a modern, user-friendly platform addressing unique business needs. While our roots originated in hair salons, our technology serves the broader self-care ecosystem, including salons, spas, medspas, barbershops, and more. We don't just help businesses survive—we help them thrive. Our team embodies curiosity and embraces experimentation. We believe sophisticated solutions emerge from simplicity, meticulously designing every detail to maximize potential, power, and impact. We celebrate diverse backgrounds and believe openness enables exceptional work. We are committed to equal opportunity for all. Come do the best work of your life at Boulevard. As a Product Support Specialist I, you'll play a critical role in ensuring customer success by providing technical expertise, troubleshooting complex issues, and supporting internal teams. This position suits someone who excels at problem-solving and is passionate about delivering exceptional customer experiences. You'll manage escalated support cases, analyze data, prepare documentation, and collaborate across departments to maintain customer trust and satisfaction. What you'll do here: - Manage and resolve Tier 2 support tickets requiring extensive data analysis or escalation, especially those impacting customer financials or complex scheduling settings - Monitor internal communication channels to provide guidance, technical insights, and cross-team support - Create and maintain documentation for internal and external audiences to enhance troubleshooting and implementation processes - Handle critical customer escalations, coordinating with internal and external teams to drive timely, high-quality resolutions - Conduct Quality Assurance and User Acceptance Testing for new product features and firmware updates, identifying bugs, product gaps, and improvement opportunities - Recognize and escalate complex issues requiring additional expertise or investigation What You'll Need To Thrive: - 2-4 years of B2B customer service experience in fast-growing SaaS or technology environments, including 2+ years of technical troubleshooting for software/hardware - Strong technical aptitude and analytical skills with proven ability to resolve complex issues through data-driven thinking - Exceptional communication and problem-solving skills, adaptable across different audiences and situations - Proven capability to multitask and manage competing priorities without compromising accuracy or quality - Comfortable working independently and collaboratively in dynamic environments - Familiarity with support tools like JIRA, ticketing platforms, or similar systems is advantageous - Proactive mindset, eagerness to learn, and passion for helping others succeed How we'll take care of you: Total budgeted cash compensation ranges between $53,000 - $77,000 USD, depending on skills, experience, training, and market demands. Salary is subject to change with growth opportunities. Additional Benefits: - 401(k) match with comprehensive insurance coverage - Flexible vacation policy - Fully remote work with monthly home office stipend - Family planning resources and specialized support programs - Equity opportunities - Learning and development program exploring market businesses We recommend following our official LinkedIn page to stay updated on Boulevard life! Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring diverse talent and sustaining an inclusive culture. Employment decisions are based solely on business needs, job requirements, and individual qualifications, without discrimination.