Manager, Customer Support

📋 Description

• Lead Tier 1 Support team and on-call escalations.
• Hire, train, coach, and develop Tier 1 agents.
• Monitor performance, queues, and KPIs; ensure SLAs.
• Run QA on communications; provide feedback in 1:1s.
• Drive cross-functional initiatives with CX, Ops, Product, and Eng.
• Lead incident response as Incident Commander on rotation.

🎯 Requirements

• 3-5+ years Tier 1+ Support management in fast-paced SaaS.
• Experience building and scaling a new Support team.
• Tech focus: data, reporting, audits, permissions, scheduling, payments.
• Proficient with Intercom, Zendesk, Salesforce, Jira, Zoom, Slack.
• Strong QA, incident response, and escalation skills.
• Excellent communication, EQ, and customer empathy.

🎁 Benefits

• 401(k) match plus medical, dental, vision, and life insurance.
• Flexible vacation days policy.
• Fully remote; monthly work-from-home stipend.
• Family planning resources and specialized support.
• Equity: opportunities to grow with Boulevard.
• Boulevard Bucks Learning and Development program.