Director of Support

ABOUT THE JOB OUR MISSION Boom https://www.boompay.app/ is on a mission to level the playing field for the 110+ million renters in the US by making housing more flexible, affordable, and rewarding. Boom is building a suite of rental financial services for renters and property managers, including applicant underwriting, rent payment reporting, rent reporting-as-a-service, and a number of integrations with the largest property management systems (PMS). Boom serves renters through the Boom App and property managers via the Boom Platform. Boom is led by second-time founder Rob Whiting https://www.linkedin.com/in/robwhiting/ (ex-BCG, Rubicon). It’s backed by investors such as Starting Line https://www.startingline.vc/, Clocktower Ventures https://www.clocktowerventures.com/, Mischief VC https://www.mischief.xyz/ (CEO of Plaid Zach Perret’s fund), Gilgamesh Ventures https://www.gilgameshvc.com/ (Petal co-founders), and angels such as William Hockey (CEO of Column, founder/former CTO of Plaid) and Harry Stebbings. Boom has been profiled by Inman https://www.inman.com/2023/10/30/new-boom-api-to-scale-reporting-of-tenant-payments-to-credit-bureaus/, Business Insider https://www.businessinsider.com/boom-pitch-deck-fintech-credit-builder-seed-2023-6, HousingWire https://www.housingwire.com/articles/rent-reporting-platform-boom-raises-4-5m-in-seed-round/, and more. OPPORTUNITY The Director of Support is the US point person for Boom’s support function and the leader responsible for evolving how Boom shows up for every customer it serves – applicants, renters, and property managers. You’ll own the strategy, the metrics, and the day-to-day execution of a function that touches every product (BoomScreen, BoomReport, the Boom App, and the Boom Platform) and every customer segment. You’ll lead a US-based support team, serve as the escalation point for our offshore operations team in the Philippines, and partner closely with Customer Success, Product, and Engineering to turn support from a cost center into a competitive advantage. WHAT YOU’LL DO - Lead the support team. Serve as the US point person for the existing support team of ~25. This includes setting priorities, coaching the team, onboarding new talent, and raising the bar on quality and speed to provide strong customer service. Additionally, manage internal training for new and existing products. - Serve as the escalation point for customer issues. Roll up sleeves and work daily alongside Boom’s offshore operations team in the Philippines to manage support Jira tickets, handle complex customer inquiries, unblock issues, execute save strategies, handle technical issues, and maintain 24/7 coverage. - Own the customer experience and channels across segments. Manage and evolve how support is delivered to applicants, renters, and B2B (property managers) customers, recognizing each segment has different needs, expectations, and SLAs. - Own the metrics. Monitor and continuously improve SLAs, CSAT, time-to-resolution, first-response time, contact rate, and other key support metrics. Manage and report out on priority metrics using Boom’s support dashboard and use them to drive change for the end customers. - Rethink how Boom provides support. Bring a point of view on what world-class support looks like in 2026 (e.g. improve existing AI-assisted resolution, build proactive support, in-product help, and execute a tiered escalation model for cross-team support. - Run the help center. Keep Boom’s help center current, comprehensive, and digestible. Identify and launch new support channels and formats that drive faster resolution and higher satisfaction. - Be the voice of the customer. Understand the top support issues and topics across products and segments, and translate them into priorities and tickets for Product and Engineering to improve the product. - Partner with Customer Success. Support the CS team on client onboarding and ongoing support to ensure onboarding and ongoing support transitions feel a unified Boom experience. - Lead strategic projects. Own the major initiatives in the support domain: implementing new platforms and tooling, running vendor assessments, and standing up support for new Boom products as they launch. WHAT YOU’LL NEED - Minimum 5+ years in customer support, with 3+ years leading and managing support teams, ideally including offshore or globally distributed teams - Track record of owning and improving the full set of support metrics (SLA, CSAT, time-to-resolution, handling time) - Experience supporting multiple customer types (consumer and B2B) is strongly preferred - Experience at at high-growth startup is preferred, with emphasis on experience in the Customer Support / Customer Operations / Technical Support domains - Hands-on experience implementing and/ or managing a modern support platform (Multi-channel, including help center / KB platforms such as Intercom, Zendesk, Hubspot, Pylon, or similar). Intercom / Fin experience is preferred - Experience leading strategic projects (This role with include implementing support ticketing, AI-assisted support, and further building out customer support analytics) - Strong written and verbal communication; able to translate customer needs into clear Jira tickets and handle customer escalations and inquiries directly - Schedule flexibility to handle escalations as needed, given Boom provides 24/7 support - Experience in PropTech, fintech, or a regulated consumer environment is a plus - Based in (or willing to relocate to) Austin, TX; Boom is an in-office company BENEFITS OF WORKING AT BOOM - Competitive salary with stock options - Full healthcare coverage (health, dental, vision) including 50% coverage for dependents - 15 days of Paid Time Off (PTO) per year + 3 sick days + all US federal holidays (11 in total) (note: we think unlimited PTO is BS and causes some employees to feel guilty when they take it) - Company-issued laptop/MacBook - Company-sponsored training & development - Regular off-sites, retreats, and other company-sponsored events and travel opportunities