Customer Support Team Lead

Customer Support Team Lead

Welcome to Boulevard, the first and only client experience platform for appointment-based, self-care businesses. Our mission is to empower our customers to provide their clients with the magical moments that matter most. We are built for the broader self-care industry, including salons, spas, medspas, barbershops, and more. Our technology helps our customers not only survive but thrive.

Our team values and celebrates our diverse backgrounds. We believe in equal opportunity for all.

Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with Boulevard customers. Customer satisfaction is never sacrificed while meeting service-level expectations. Whether business owners, front desk users, or service providers, our Support team is available to answer customer questions through multiple contact channels.

T1 Team Leads contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets, owning escalations from other T1 squads, supporting T1 Managers, and contributing to team enablement. This role reports directly to the T1 Senior Manager.

This Team Lead will work Mon-Friday, 9-6 local + on-call Incident coverage (Saturday, some holidays, etc.).

What you'll do here :

• Spend ~10-20% of the day supporting T1 Managers by :

Contributing to knowledge, SOP, and macro management

Assist customers via live chat, email, text, phone, and screen-sharing.

What you need to thrive :

How We'll Take Care Of You :

Your total budgeted cash compensation for this role is between $63,000 - $91,000 USD, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.

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.

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.