Senior Manager, Support
Remote regions
USBenefits
Unlimited PTO
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Team & Escalation Management:
- Own hiring, coaching, and empowering a diverse team of Support Specialists and managers.
- Utilize internal tools to monitor performance, manage queues, and ensure SLAs are met.
- Drive continual improvements in efficiency, quality, and customer satisfaction.
Department & Cross-functional Initiatives:
- Partner with Support leadership to influence department direction and advocate for customers.
- Lead complex projects that drive toward KPI/OKR goals.
- Identify and address process gaps, collaborating with stakeholders for solutions.
What You Need to Thrive:
- 5-10+ years of Support management experience in a fast-paced SaaS startup.
- Technical aptitude with tools like Zendesk, Jira, and Slack.
- High EQ and outstanding customer rapport, with a results-oriented mindset.
Boulevard
Boulevard provides a client experience platform for appointment-based self-care businesses. Our team values diverse backgrounds and embraces experimentation to drive impact.