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Posted 6 hours ago

Director of Support

BoomDirector of Support
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Perks & benefits

Health InsuranceMedical InsurancePaid Leave

Requirements

5+ years customer support experience, 3+ years leadership experience, Experience with offshore teams, Proficiency with support platforms (Zendesk, Intercom, etc.), Based in Austin, TX

Skills

JiraIntercom

About the role

About the Company

Boom 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, and integrations with the largest property management systems.

Responsibilities

  • Lead the US support team of ~25, setting priorities, coaching, and onboarding talent
  • Serve as the escalation point for the offshore operations team in the Philippines
  • Manage support Jira tickets, complex inquiries, and technical issues to maintain 24/7 coverage
  • Own customer experience and channels across applicant, renter, and B2B segments
  • Monitor and improve key metrics including SLAs, CSAT, and time-to-resolution
  • Evolve support through AI-assisted resolution, proactive support, and in-product help
  • Maintain the help center and identify new support channels
  • Act as the voice of the customer by translating issues into priorities for Product and Engineering
  • Partner with Customer Success on client onboarding and unified experiences
  • Lead strategic projects such as implementing new platforms and tooling

Requirements

  • 5+ years in customer support with 3+ years leading support teams
  • Experience managing offshore or globally distributed teams
  • Proven track record of improving support metrics (SLA, CSAT, etc.)
  • Experience supporting both consumer and B2B customer types
  • Experience in high-growth startups within Customer Support or Operations
  • Hands-on experience with modern support platforms like Intercom, Zendesk, or HubSpot
  • Experience leading strategic projects like implementing ticketing or AI-assisted support
  • Strong written and verbal communication skills
  • Ability to handle escalations with schedule flexibility for 24/7 support
  • Based in or willing to relocate to Austin, TX

Preferred Qualifications

  • Experience with Intercom / Fin
  • Experience in PropTech, fintech, or regulated consumer environments
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Director of Support

Boom · Austin

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