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About the Role

The Director of Support is the US point person responsible for evolving how Boom supports its customers, including applicants, renters, and property managers. This role owns the strategy, metrics, and execution of the support function, partnering closely with other teams to transform support into a competitive advantage.

Responsibilities

• Lead the US-based support team of approximately 25 individuals, focusing on setting priorities, coaching, onboarding, and improving quality and speed.
• Manage internal training for new and existing products.
• Serve as the escalation point for customer issues, working with the offshore operations team to manage support tickets, handle complex inquiries, and resolve technical issues.
• Own and evolve the customer support experience across different segments (applicants, renters, B2B), tailoring delivery to meet specific needs and SLAs.
• Monitor and improve key support metrics such as SLAs, CSAT, time-to-resolution, and first-response time.
• Develop and implement strategies for world-class support, including AI-assisted resolution, proactive support, and in-product help.
• Maintain and enhance the company's help center, identifying and launching new support channels and formats.
• Act as the voice of the customer by identifying top support issues and translating them into actionable priorities for Product and Engineering.
• Collaborate with the Customer Success team to ensure a unified support experience during client onboarding and ongoing support.
• Lead strategic projects within the support domain, such as implementing new platforms, conducting vendor assessments, and supporting new product launches.

Requirements

• Minimum 5+ years in customer support, with 3+ years in a leadership role managing support teams, including offshore or globally distributed teams.
• Proven track record of owning and improving key support metrics (SLA, CSAT, time-to-resolution, handling time).
• Experience supporting multiple customer types (consumer and B2B) is strongly preferred.
• Experience in a high-growth startup environment, particularly in Customer Support, Customer Operations, or Technical Support domains.
• Hands-on experience implementing and/or managing modern support platforms (e.g., Intercom, Zendesk, Hubspot).
• Experience leading strategic projects, including implementing support ticketing systems, AI-assisted support, and customer support analytics.
• Strong written and verbal communication skills.
• Schedule flexibility to handle escalations as needed for 24/7 support.
• Experience in PropTech, fintech, or a regulated consumer environment is a plus.
• Must be based in or willing to relocate to Austin, TX.

Skills

• Customer Support Management
• Team Leadership
• Performance Metrics Improvement
• Customer Experience Management
• Cross-functional Collaboration
• Strategic Project Management
• Support Platform Management (Intercom, Zendesk, Hubspot)
• AI-assisted Support
• Customer Support Analytics
• Written and Verbal Communication

Location

• Austin, TX

Work Type

• In-office

Experience Level

• Director
• 5+ years customer support
• 3+ years team management

Benefits

• Competitive salary with stock options
• Full healthcare coverage (health, dental, vision)
• 50% dependent coverage for healthcare
• 15 days of Paid Time Off (PTO) per year
• 3 sick days
• 11 US federal holidays
• Company-issued laptop/MacBook
• Company-sponsored training & development
• Regular off-sites, retreats, and company-sponsored events

About the Company

• Boom is dedicated to leveling the playing field for renters in the US by providing flexible, affordable, and rewarding housing financial services.
• The company offers a suite of services for renters and property managers, including underwriting, rent payment reporting, and integrations with property management systems.
• Boom operates through the Boom App for renters and the Boom Platform for property managers.
• Founded by a second-time founder with a background at BCG and Rubicon.
• Backed by notable investors such as Starting Line, Clocktower Ventures, Mischief VC, and Gilgamesh Ventures.
• Received endorsements from industry leaders and has been featured in publications like Inman and Business Insider.