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Job Description
Boulevard is seeking a Director of Customer Support to lead and evolve its dynamic customer service teams. The Customer Experience group is responsible for launching, supporting, and strengthening relationships with Boulevard customers. This role involves overseeing the entire customer support function, from frontline Tier 1 support specialists to the technical support team. The Director will develop and execute customer service strategies and scale processes to ensure exceptional experiences for all Boulevard's customers.
Role involves:
- Strategic Leadership: Develop and execute a long-term vision for the customer support organization.
- Team Leadership & Development: Lead and inspire a team of customer support managers and specialists.
- Operational Excellence: Optimize customer support operations and workflows.
- Escalation & Crisis Management: Take ownership of complex customer issues and lead crisis management plans.
- Strategic Alignment & Collaboration: Champion initiatives that align with Boulevard’s business goals.
- Data-Driven Insights & Reporting: Develop and manage customer support KPIs and metrics.
Requirements:
- 5-7+ years of experience in customer support, with 3+ years in a leadership role.
- Proven track record of managing large, high-performing customer support teams.
- Strong expertise in customer support operations and process improvement.
- Experience with customer support tools and CRM platforms (e.g., Intercom, Salesforce, Jira).
- Exceptional communication and interpersonal skills.
- Strong analytical skills and data-driven decision-making ability.
Role offers:
- Remote work environment.
- 401(k) match plus dental, medical, vision, and life insurance.
- Flexible vacation day policy.
- Work from home stipend.
- Equity participation.
- Learning and Development program.
