Boom.tv

Boom.tv

Director of Support

Austin Texas · Director

Sponsorship not specifiedDetected 46 days ago
JiraHubSpotCustomer SuccessCustomer SupportZendeskIntercomCommunicationMentoringUnderwriting

About the role

  • Boom is led by second-time founder Rob Whiting https://www.linkedin.com/in/robwhiting/ (ex-BCG, Rubicon).
  • This includes setting priorities, coaching the team, onboarding new talent, and raising the bar on quality and speed to provide strong customer service.
  • Keep Boom's help center current, comprehensive, and digestible.

Responsibilities

  • Lead the support team.
  • Serve as the US point person for the existing support team of ~25.
  • Additionally, manage internal training for new and existing products.
  • Own the metrics.
  • Monitor and continuously improve SLAs, CSAT, time-to-resolution, first-response time, contact rate, and other key support metrics.
  • 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.

Nice to have

  • Experience supporting multiple customer types (consumer and B2B) is strongly preferred
  • Intercom / Fin experience is preferred
  • Strong written and verbal communication
  • able to translate customer needs into clear Jira tickets and handle customer escalations and inquiries directly
  • 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

Compensation

  • Competitive salary with stock options

Benefits

  • Competitive salary with stock options
  • Full healthcare coverage (health, dental, vision) including 50% coverage for dependents
  • 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.

Company info

  • 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.
  • 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.
  • 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.
  • 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.
  • Manage and report out on priority metrics using Boom's support dashboard and use them to drive change for the end customers.
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This listing is sourced directly from Boom.tv's careers page and normalized into a canonical job model.