Customer Support Manager

Boulevard

Manager of Customer Support responsible for supporting Tier 1 Support Specialists and improving operations. Overseeing a diverse team to ensure exceptional customer service and satisfaction.

Posted 5/18/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $67,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Own hiring, Support-specific training, coaching, and empowering a hardworking, diverse team of Tier 1 Support Specialists
Regularly host team meetings and 1:1s, owning team performance management
Utilize internal tools to monitor and manage your immediate team’s performance
Analyze team performance and ticket data, identifying/sharing trends
Run QA for your team to ensure high standards in customer communications
Drive continual team improvements in efficiency, quality, response times, and customer satisfaction
Identify incidents and follow incident response protocol as Support Incident Commander

Requirements

What you’ll need

3-5+ years Tier 1+ Support management experience in a fast-paced SaaS startup environment;
previous experience playing an active part in building a new team is a must.
Technical aptitude in managing a customer-facing Tier 1 Support team for a technical platform that manages and troubleshoots data, reporting, audit logs, user permissions/roles, scheduling, payments, inventory or a combination of these.
Well-versed in incident response and standard Support tools such as ticketing platforms (Intercom, Zendesk, Salesforce), Jira, audit logs, Zoom, Slack, etc.
Exceptional project management skills
ability to coach and model effective navigation of internal relationships and complex customer interactions.

Benefits

Comp & perks

401(k) match plus dental
medical, vision, and life insurance.
flexible vacation day policy.
fully remote with monthly work from home stipend.
family planning resources and specialized support programs.
equity opportunities through Boulevard.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Tier 1 Support managementdata managementtroubleshootingincident responseproject management

Soft Skills

coachingteam performance managementcommunicationrelationship managementcustomer interaction