Customer Support Associate

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 https://www.forbes.com/sites/jeffkauflin/2022/04/21/plaids-billionaire-cofounder-is-back-with-a-new-startupa-fintech-friendly-bank-hes-running-with-his-wife/?sh=df10dc453908 CEO of Column, founder/former CTO of Plaid) and Harry Stebbings https://techcrunch.com/2021/06/16/harry-stebbings-turns-up-the-volume-on-20vc-with-new-140m-fund/. 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 Boom is looking for a fast, organized, and technically minded Customer Support Associate to join our in-office support team in Austin. You'll be on the front line for everyone Boom serves: rental applicants and renters who need help getting through the application and screening process, and property managers who rely on the Boom Partner Platform to run their leasing operations. Most of your day will be spent on the phone, solving problems live and getting people unblocked quickly. This is an early career role with a steep learning curve and direct ownership. You'll troubleshoot issues in real time, jump on screen shares to walk users through the product, and flag patterns to Product and Engineering so the next customer doesn't hit the same problem. It's a great fit for someone early in their career who likes solving problems, moves quickly, and wants a front-row seat at a fast-growing Series A company. We are also open to staggered schedules covering weekend as well. To be a bit clearer on who we are looking for: Who is a good fit: comfortable on the phone in long durations with both renters and business customers, stays calm and friendly when a caller is frustrated, naturally curious about how software works, organized enough to juggle many open issues without dropping one, picks up the phone instead of waiting on an email thread. Who is not a good fit: prefers to work only over chat or email, gets rattled by upset callers, needs a script for every situation, hands off technical questions without trying to dig in first, looking for a remote role. WHAT YOU'LL DO - Phone-first support: Handle inbound and outbound calls with applicants, renters, and property managers, resolving questions about applications, screening decisions, payments, and account access - Live troubleshooting: Diagnose product issues in real time and jump into screen shares to walk users through BoomScreen, BoomReport, the Boom App, and the Boom Platform - Multi-channel coverage: Respond to chat and email tickets quickly and accurately, hitting our targets for first-response time and time-to-resolution - Consumer and B2B support: Adjust your approach for each audience, whether it's a first-time renter anxious about an application or a property manager up against a leasing deadline - Escalations: Document issues clearly in Jira with the detail Product and Engineering need to reproduce and fix them, then follow through until the customer is taken care of - Organization and follow-up: Keep a high volume of open conversations tracked and moving; proactively close the loop so no customer is left waiting - Voice of the customer: Spot recurring issues and share them with the team to improve the product, our help center articles, and our AI-assisted support - Team partnership: Work alongside the broader support team (including our offshore operations team in the Philippines) and Customer Success so nothing falls through the cracks WHAT YOU'LL NEED - 0–2 years of experience in customer support, a call center, hospitality, retail, or another customer-facing role (recent grads welcome) - Very comfortable on the phone with both consumers and business customers; clear, friendly, and confident verbal communication - Technically minded: you enjoy figuring out how software works and are comfortable troubleshooting live, including over screen share - Fast and organized: able to manage a high volume of conversations and open issues without letting anything slip - Strong written communication for chat, email, and ticket documentation - Calm under pressure and empathetic with frustrated customers - Likes solving problems and moving quickly; takes ownership instead of passing issues along - Familiarity with support tools such as Intercom, Zendesk, or Jira is a plus (we'll train you) - Comfortable using AI tools in your day-to-day work is a plus - Experience in property management, leasing, real estate, or fintech is a plus - Based in (or willing to relocate to) Austin, TX; Boom is an in-office company