Product Support Specialist

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. As a Product Support Specialist I, you’ll play a crucial role in ensuring our customers’ success by providing technical expertise, troubleshooting complex issues, and supporting internal teams. This position is ideal for someone who thrives on problem-solving, and is passionate about delivering exceptional customer experiences. You’ll handle escalated support cases, analyze data, prepare support documentation, and collaborate across departments to maintain customer trust and satisfaction.

What you’ll do here:

• Manage and resolve Tier 2 support tickets that require in-depth data analysis or escalation—especially those impacting customer financials or complex scheduling settings.
• Monitor internal Slack channels to provide guidance, technical insight, and support across teams.
• Create and maintain documentation for both internal and customer-facing audiences to enhance troubleshooting and implementation processes.
• Handle critical customer escalations, coordinating with internal teams and external partners to drive timely, high-quality resolutions.
• Conduct Quality Assurance (QA) and User Acceptance Testing (UAT) for new product features and firmware updates—identifying bugs, product gaps, and areas for improvement.
• Identify and escalate complex issues to higher-level teams when additional expertise or investigation is required.

What You'll Need To Thrive:

2-4 years of B2B customer service experience, in a fast growing SaaS or technology-driven environment, including 2+ years of technical troubleshooting for software and/or hardware.

• Strong technical aptitude and analytical skills, with a proven ability to resolve complex issues through data-driven thinking.
• Exceptional communication and problem-solving skills, capable of adapting to different audiences and situations.
• Proven ability to multitask and manage competing priorities without sacrificing accuracy or quality.
• Comfortable working independently and collaboratively in a fast-paced environment.
• Familiarity with support tools such as JIRA, ticketing platforms (Intercom, Zendesk), or similar systems is a plus.
• A proactive mindset, eagerness to learn, and passion for helping others succeed.

How we’ll take care of you:

Your total budgeted cash compensation for this role is between $53,000 - $77,000 USD, depending on your current skills, experience, training, and overall market demands. This salary range 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.