Boulevard - Senior Manager, Support
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Requirements
• Experience: 5-10+ years Support management experience, having progressively developed within people leadership roles, in a fast-paced SaaS startup environment across multiple customer segments inclusive of Enterprise; previous experience playing an active part in building/evolving a team is a must. • Technical aptitude: Previous experience managing a multi-tier Support team for a technical platform that manages and troubleshoots data, reporting, audit logs, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools. Well-versed in incident response. Previous experience with standard Support tools such as ticketing platforms (Intercom, Zendesk, Salesforce), Jira, audit logs, Zoom, Slack, etc. • Technical aptitude: • 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! • Joy for details • Exceptionally Results Oriented: Analytical, methodical approach to identifying challenges and measuring impact–strong ownership in tracking metrics and outcomes.Ability to Think Systematically: You are well-versed in identifying and building team-level infrastructure, processes, and tools to drive efficiency and streamlined operations. • Exceptionally Results Oriented: • Let’s-do-this energy: Bring your seasoned Senior Support Manager hate, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment! • Let’s-do-this energy: • High EQ: You’re a seasoned leader, able to coach your team and model how to effectively navigate internal relationships and complex customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit. • High EQ: • 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 • Outstanding customer rapport: • Patience, Positivity, Problem solving: As a senior leader on the Support team you will need to approach situations with a bias for strategic action, meeting challenges or conflict with a solutions-oriented focus that solves the immediate issue while planning future prevention. • Patience, Positivity, Problem solving: • Flexibility: Boulevard customers operate businesses that extend beyond the traditional 9-5; in addition to the standard schedule and on-call incident response rotation, team members may occasionally work extended days as needed and provide on-call coverage on holidays. • Flexibility: • How We’ll Take Care Of You: • At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we’re happy to share a good-faith estimate of the base salary for this role. For U.S. based candidates, the anticipated base salary of this role is $135,000 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program. Final compensation will vary based on a variety of factors which include but are not limited to applicable experience, location, and final leveling. • In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. • ✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance. • 🏝 Take a break whenever you need with our flexible vacation day policy. • 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. • 💚 Family planning resources and specialized support programs. • 🔮 Equity: get ahead on the ground floor and grow with Boulevard. • 💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve. • 📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!
Responsibilities
• 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, deliverables, and tasks on time while proactively communicating updates to stakeholders • Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.
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