Head of Global Support & Customer Experience

Boom; Austin (TX); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Stock options

Health insurance

Paid time off

Laptop provided

Training & development

Off-sites

Job summary

Boom is seeking a Director of Support to lead the US-based support function, guiding a team of about 25 and coordinating with offshore operations in the Philippines. You will shape strategy, metrics, and day-to-day execution to turn support into a competitive advantage across applicants, renters, and property managers.

Based in Austin, TX, you will partner with Customer Success, Product, and Engineering to elevate the customer experience, improve SLAs, CSAT, and time-to-resolution, and drive

Qualifications

• 5+ years in customer support, with 3+ years leading teams (incl. offshore or distributed teams)
• Proven track record improving SLA, CSAT, time-to-resolution
• Experience with consumer and B2B support is preferred
• Experience at a high-growth startup in Customer Support/Operations/Technical Support
• Hands-on experience with modern multi-channel support platforms (Intercom, Zendesk, HubSpot, Pylon)
• Experience leading strategic projects (ticketing, AI-assisted support, analytics)
• Strong written and verbal communication; able to translate needs into Jira tickets
• Ability to handle escalations and provide direct customer support
• Willingness to be based in or relocate to Austin, TX; in-office role

Responsibilities

• Lead the US-based support team (~25 people) and set priorities
• Escalation point for offshore operations in the Philippines
• Own the customer experience across applicants, renters, and B2B property managers
• Monitor and improve SLAs, CSAT, time-to-resolution, first-response times
• Develop and execute world-class support concepts for 2026 (AI-assisted resolution, proactive support)
• Manage and update the help center and new channels/formats
• Translate customer feedback into product and engineering priorities
• Collaborate with Customer Success on onboarding and ongoing support transitions
• Lead major support initiatives: new platforms, vendor assessments, and launches

Skills

Leadership

Support metrics

Customer support

Cross-team collaboration

Jira tickets

Communication

Project management

SLA management

24/7 support

Tools

Intercom

Zendesk

HubSpot

Pylon

Jira

Job description

Boom is seeking a Director of Support to lead the US-based support function, guiding a team of about 25 and coordinating with offshore operations in the Philippines. You will shape strategy, metrics, and day-to-day execution to turn support into a competitive advantage across applicants, renters, and property managers.

Based in Austin, TX, you will partner with Customer Success, Product, and Engineering to elevate the customer experience, improve SLAs, CSAT, and time-to-resolution, and drive