Head of Support

Boom; Austin (TX); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Stock options

Health coverage

PTO + holidays

MacBook laptop

Training & development

Off-sites & retreats

Job summary

Boom in Austin is seeking Head of Customer Support to own all customer interactions across BoomScreen, BoomReport, the App and Platform. You'll lead a 25-person team and coordinate with offshore ops in the Philippines.

Collaborate with CS, Product, Engineering to turn feedback into product priorities; offers a competitive salary, stock options, and US benefits, with in-office work in Austin.

Qualifications

• Experience leading a customer-support team and driving metrics.
• Proven ability to improve SLA, CSAT, and time-to-resolution.
• Hands-on use of Intercom, Zendesk, or similar tools.

Responsibilities

• Lead a 25-person support team and handle escalations for offshore ops in the Philippines.
• Own support metrics: SLA, CSAT, and time-to-resolution.
• Modernize support with AI-assisted resolution and in-product help.
• Turn customer feedback into priorities for Product and Engineering.

Skills

Team leadership

Support metrics improvement

Intercom/Zendesk

B2C & B2B support

Customer empathy

Tools

Intercom

Zendesk

Job description

About the job

Our mission

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, 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 (ex-BCG, Rubicon). It’s backed by investors such as Starting Line, Clocktower Ventures, Mischief VC (CEO of Plaid Zach Perret’s fund), Gilgamesh Ventures (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, Business Insider, HousingWire, and more.

Opportunity

As Head of Customer Support, you’ll own how Boom shows up for every customer: applicants, renters and property managers. That covers BoomScreen, BoomReport, the Boom App and the Boom Platform. You’ll lead a support team of about 25 and be the escalation point for our offshore operations team in the Philippines. You’ll also work closely with Customer Success, Product and Engineering to make support a competitive advantage.

• Lead a 25-person support team and handle escalations for our Philippines ops team
• Own support metrics: SLA, CSAT and time-to-resolution
• Modernize support with AI-assisted resolution and in-product help
• Turn customer feedback into priorities for Product and Engineering

What you’ll bring

• 5+ years in support, including 3+ years managing teams (offshore experience a plus)
• A record of improving support metrics
• Hands-on Intercom, Zendesk or similar (Intercom/Fin preferred)
• Experience supporting both consumer and B2B customers
• Based in (or willing to relocate to) Austin, TX; Boom is an in-office company

Benefits of working at Boom

• Competitive salary with stock options
• Full healthcare coverage (health, dental, vision) including 50% coverage for dependents
• 15 days of Paid Time Off (PTO) per year + 3 sick days + all US federal holidays (11 in total) (note: we think unlimited PTO is BS and causes some employees to feel guilty when they take it)
• Company-issued laptop/MacBook
• Company-sponsored training & development
• Regular off-sites, retreats, and other company-sponsored events and travel opportunities