Customer Support Team Lead, Boulevard
$63-91k
+ Equity
Business management platform for self-care businesses
Open for applications
Business management platform for self-care businesses
201-500 employees
Open for applications
$63-91k
+ Equity
201-500 employees
Company mission
To empower everyone to look and feel their best – one client, professional, appointment, and business at a time.
Role
Who you are
- Experience: 3-5+ years technical support experience in a fast-paced SaaS startup environment, including minimum 1-2+ years in a senior Support role. 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, users, scheduling, payments, inventory or a combination of several of these using internal resources and external tools such as Postmark. 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 a natural peer leader, 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: Acting as a peer leader on the Support team requires an extra dose of patience, 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
What the job involves
- T1 Team Leads contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving complex T1 tickets, owning escalations from other T1 squads, supporting T1 Managers, and contributing to team enablement. This role reports directly to the T1 Senior Manager
- This Team Lead will work Mon-Friday, 9-6 local + on-call Incident coverage (Saturday, some holidays, etc.)
- Spend ~10-20% of the day supporting T1 Managers by:
- Contributing to knowledge, SOP, and macro management
- Surfacing process and product improvements
- Conducting peer enablement and mentorship
- Occasionally running team meetings in Support Manager absence
- Assisting Support leadership with ad hoc duties and projects
- T1 Ticket QA (calibrated with T1 managers)
- Spend ~60-70% of the day owning complex T1 tickets and T1 escalations:
- 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 (including escalations from more junior T1 specialists), effectively escalating through defined channels to resolve issues when necessary
- Flex into other T1 ticket queues as needed based on volume fluctuations
- Identify incidents and accurately follow incident response protocol as Support Incident Commander (rotating with T1 Managers)
- Demonstrate agility, resilience, and the ability to exercise good judgement and critical thinking under pressure
- Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities
- Collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams
Our take
Boulevard is a business management platform developed to help streamline the operations of appointment-based businesses, particularly spas and hairdressers. Boulevard addresses the challenges of spas and hairdressers by designing software that makes it easier to automate workflows, scheduling, and pricing, helping drive customers through their doors.
The global spa and salon market is expected to reach a market size in excess of $215 billion by 2026. Traditionally, appointment-based businesses are heavily reliant on paperwork and receptionists, but Boulevard is looking to modernise the industry by helping drive efficiencies, profit, and better customer experience.
Boulevard is one in a sea of companies offering software to digitizing appointment-based businesses. However, the substantial funding it has raised across multiple rounds demonstrates that it has maintained traction in the market as it grows, with investment cited to go towards hiring talent and building more tools to reach a wider set of users. To bolster its offering in a competitive marketplace, Boulevard launched Boulevard Capital in 2024, a growth funding platform for businesses that use its booking software.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2025
$80m
SERIES D
Aug 2022
$70m
SERIES C
Total funding: $188m
Company benefits
- Premier Health Benefits - 100% coverage plan options from Blue Shield of CA, Beam, and VSP
- Flexible Vacation & PTO
- Quarterly Bonus - Get rewarded when we reach our revenue targets
- 401k Match
- Boulevard Bucks - Get $200 to experience a Boulevard partner or self-care provider every quarter
- $250 upon signing and $75 monthly for your home workspace
- Fully Remote
Company HQ
Central LA, Los Angeles, CA
Leadership
Matt Danna
(CEO)Started their career with 6 years in Product at DeviantArt, before working at Fullscreen as VP of Product. After brief Product Consultancy roles, they co-founded Boulevard as CEO in February 2016.
Sean Stavropoulos
(CTO)They studied at California Polytechnic before working as a Honeywell Aerospace Systems Engineer and in Engineering at Fullscreen for almost 3 years. They spent a year as a Startup Consultant before co-founding Boulevard with Matt.
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