Senior Manager, Support

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)

What you need to thrive

• 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.
• 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!
• 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.
• Let’s-do-this energy: Bring your seasoned Senior Support Manager hate, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
• 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.
• 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: 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.
• 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.

How We’ll Take Care Of You

• 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!