Who is Boulevard?
Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.
Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen.
We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.
Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.
Come do the best work of your life at Boulevard.
We are looking for a Support Operations Specialist to join a thriving Revenue Operations team in scaling support operations to achieve department goals. The ideal candidate is analytical with a strong attention to detail and passionate about continuously improving our support operations. In this role you will report to the Senior Manager of Revenue Operations as we believe in the power of a centralized operations team across Sales, Marketing and Customer Experience. You will partner closely with the VP of Customer Experience, Support Leadership, Revenue Enablement, Salesforce Admins, Product Engineers, tech stack vendors, and other stakeholders.
What You'll Do Here
- Support Boulevard’s customer support tech stack (Salesforce,Intercom, Jira, Zapier) with administration, day-to-day operations, optimizations, and automations
- Build and optimize custom answers with Intercom’s Fin AI Chat Bot to resolve customer questions and issues, deflecting conversations from live agents
- Leverage automation and AI to optimize processes, adjusting workflows and automations to improve customer experience
- Facilitate handoffs between Onboarding, Customer Success, and Support leveraging integrations between Salesforce, Intercom, GuideCX and ChurnZero
- Design and implement flows that sync relevant data and information from Intercom and Jira back to Salesforce Cases, providing customer-facing teams with visibility to customer interactions and creating trustworthy reporting and analytics in Salesforce
- Maintain and monitor performance-based KPIs and dashboards in Intercom and Salesforce that measure SLAs, support topics, and resolution metrics
- Support ad hoc reporting and troubleshooting requests from Support and CX Leadership
- Create and maintain documentation of processes in Confluence to scale our Support Operations function, including gathering inputs and coordinating reviews of documents from key stakeholders
- Proactively identify opportunities and make recommendations to optimize performance of our support tech stack and processes
What You'll Need to Thrive
- 2+ years of experience in Support Operations or a similar role
- Proficiency with chat bots and Intercom or comparable tool required
- Familiarity with automation rules and triggers a plus
- Previous experience at a fast-growing SaaS company a plus
- Proficiency with Salesforce and Salesforce Cases a plus
- Strong analytical skills and ability to understand complex workflows
- Proficiency with Excel / Google Sheets and other data analysis tools to extract and share insights from our data
- Proficiency with leveraging AI to automate and streamline tasks
- BA/BS degree preferred
- Data-Driven: Consistently leverage data and insights to support leadership in making strategic decisions
- High-Quality Communicator: Top-notch presenter. Excellent written and verbal communication skills.
- Collaborative: Ability to work well with multiple stakeholders, achieve measurable results, and convey those results to leadership.
- Self-Starter: The ability to manage and execute on multiple projects with minimal supervision or direction
- Go-Getter: you are eager, resourceful, and able to keep up in a high-paced startup environment
- Tech Savvy: you utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team
How we’ll take care of you:
Your total budgeted cash compensation for this role is between $65,450 and $93,500 USD, depending on your current skills, experience, training, and overall market demands. This 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.
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✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
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🏝 Take a break whenever you need with our flexible vacation day policy.
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🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
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💚 Family planning resources and specialized support programs.
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🔮 Equity: get ahead on the ground floor and grow with Boulevard.
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💅 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!
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.
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