About this role.
Boulevard is hiring a remote Tier 1 Customer Support Specialist to resolve complex support requests for appointment-based self-care businesses using its SaaS platform. The role handles customer communication across chat, email, text, phone, and screen-sharing while troubleshooting issues involving payments, scheduling, permissions, reporting, inventory, and related workflows. Success requires strong technical aptitude, empathy, incident-response awareness, careful documentation, and the ability to de-escalate challenging interactions. The position is primarily ticket-focused, operates Monday through Friday from 9 a.m. to 6 p.m. EST, and may require occasional holiday or extended-hours coverage. The specialist will also identify product trends, contribute to support resources, and collaborate with Product, Engineering, Finance, and Customer Experience teams.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Support Specialist role at Boulevard. My customer-facing SaaS support experience has strengthened my ability to troubleshoot technical issues, communicate clearly with users of varied technical backgrounds, and deliver empathetic service in fast-paced environments.
I would bring a detail-oriented, solutions-focused approach to managing complex tickets across multiple channels while following escalation and incident-response procedures. I am especially drawn to Boulevard's commitment to helping self-care businesses create better client experiences and would welcome the opportunity to contribute to your customer-first support team.
Thank you for your consideration.
Sample interview questions
I begin by confirming the customer's goal, collecting key details such as affected users, timestamps, error messages, and recent changes, then reproduce or isolate the issue where possible. I use internal documentation and available tools to test likely causes, communicate progress clearly, and escalate with concise evidence when the issue requires another team.
I would acknowledge the operational impact, remain calm, and communicate empathy without making unsupported promises. I would clarify the immediate issue, explain the next steps and expected update cadence, apply available workarounds, and escalate through the incident process when the impact or scope warrants it.
I prioritize tickets by urgency, customer impact, and SLA requirements while using accurate macros and workflows to maintain efficiency. For complex cases, I provide focused, personalized updates so customers understand ownership and progress, rather than sacrificing clarity for speed.
I have supported interconnected SaaS workflows by identifying whether a problem originates from configuration, user permissions, data synchronization, payment status, or product behavior. I document the findings, explain the resolution in accessible language, and capture recurring patterns that can improve support resources or product processes.
I would document recurring issue types, affected customer segments, business impact, frequency, and any relevant examples or ticket data. I would share a concise, evidence-based summary with the appropriate teams and clearly distinguish between an isolated support request, a product defect, and a broader customer-risk trend.
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.
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 Customer Support Specialists contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets (on behalf of SMB, Midmarket, Strategic, and Enterprise customers), supporting their team by maintaining a steady flow of ticket solves, and contributing to team resources. This role reports directly to a T1 Support Manager.
This role will work Monday-Friday, 9-6 EST + occasional additional coverage (some holidays, etc.).
What you’ll do here:
- Spend ~85% of the day owning complex T1 tickets:
- Assist customers via live chat, email, text, phone, and screen-sharing.
- Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy.
- Distill and effectively communicate technical information to customers with varying technical acumen.
- Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case.
- De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues when necessary.
- Potentially flex into other T1 ticket queues as needed based on volume fluctuations
- Spend ~10% on meetings and administrative tasks
- Spend ~5% on personal development and up-skilling (as time allows)
- Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement:
- Contribute to knowledge, SOPs, enablement, and macros (with manager oversight)
- Proactively surface process and product improvements
- Assist the Customer Support Manager with ad hoc projects
- Identify incidents and accurately follow incident response protocol
- Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure.
- Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities.
- Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams.
What you’ll need to thrive:
- Experience: 2-4+ years customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment . Bonus if you have experience supporting a technical platform within the self-care, data or medical industries.
- Technical aptitude: Previous experience supporting a complex technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools. Well-versed in incident response at the Tier 1 Support level.
- 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!
- Let’s-do-this energy: Bring your customer support hat, let your curiosity shine, and jump into our entrepreneurial, fast-paced environment!
- High EQ: You’re an empathetic and concise communicator, modeling 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: Managing Enterprise Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach 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 team members may occasionally work extended days as needed and provide on-call coverage on holidays.
How we’ll take care of you:
Your starting cash compensation for this role is $31.25 per hour + 10% bonus of your annual base compensation. This cash compensation 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.
✨ 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!
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.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
