Senior Manager, Support

Come do the best work of your life at Boulevard.

Support is the first line of contact for customers, providing deep subject matter expertise to solve break/fix issues, unblocking and enabling each business to fully leverage our platform to reach their goals. Whether business owners, front desk users, or service providers, our Support team strives to continually provide best-in-class omnichannel support. 

This role will focus on actively contributing to scaling a diverse, hardworking team of multi-tier Support Specialists (and potentially managers) as we continue to grow. You’ll play a key role in building scalable solutions and processes while nurturing a collaborative, inclusive culture where folks thrive on demonstrating our values and providing an exceptional customer experience. You’ll report to and work closely with the Director of Support to improve operations, efficiency, and quality; reduce response times; and contribute to an overall seamless customer experience. You will also work cross-functionally with other Support leaders, CX teams, Ops, Product, and Engineering as we take on new initiatives to drive towards continual improvement. 

Success in this role looks like self-driven ownership, proactivity, and effectively balancing daily team management with delegated project management.

The Sr. Manager of Support will be expected to be available and responsive during business hours (9-6, M-F) in their local time zone with flexibility to adjust for unforeseen volume spikes and business needs, also taking part in on-call Incident coverage rotations.

What you’ll do here:

• 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.

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:

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.