Customer Success Associate

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. The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. Our Customer Success Associates (CSAs) are a key part of that mission — serving as a critical point of contact for high-volume, administrative, and transactional workflows within our SMB customer base. Operating primarily through Intercom (our customer messaging platform), you’ll ensure that tasks and requests are handled efficiently and accurately — enabling your colleagues in the Customer Success team to focus on strategic engagements to drive business outcomes. Whether gathering information, executing account updates, or processing changes, you’ll keep things moving behind the scenes and help deliver a world-class customer experience to all of our customers. This is a high-impact entry point into the Customer Success organization, with room to grow within the Customer Success organization. What You’ll Do Here: Assist customers via live chat, email, and internal workflows using Intercom and other Customer Success tools. Handle transactional conversations , including account updates, billing-related questions, and basic product inquiries. Own and execute administrative workflows such as: Change of Ownership processing Add-on location processing Outreach for proactive product adoption Collaborate with the Customer Support team on case handoffs and ensure follow-through on open issues. Monitor and manage assigned Intercom queues to ensure timely, professional responses to customers. Support the broader Customer Success team by gathering key details from customers , identifying needs, and escalating appropriately. Identify inefficiencies in day-to-day processes and partner with CS Ops to recommend improvements. Personify Boulevard’s values in every customer interaction — friendly, thoughtful, and solution-oriented. Maintain clear documentation for internal handoffs and tracking. What You’ll Need To Thrive: Experience: 2+ years in a customer-facing support or administrative role (bonus if in tech, SaaS, or self-care industry). Communication: You’re clear, friendly, and professional — especially in written formats like chat and email. Technical Aptitude: You pick up new systems quickly and enjoy navigating tools like Intercom, Salesforce, or similar platforms. Operational Discipline: You love structure, appreciate good process, and bring organization to everything you do. Curiosity and Drive: You’re eager to learn, open to feedback, and ready to grow into more strategic CS work. Collaborative Spirit: You enjoy working with cross-functional teams and are energized by team success. How We’ll Take Care Of You: Your starting budgeted cash compensation for this role is between $73,500 and $105,000 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.