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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.
OpportunityAs Head of 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
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
Skills Required
- 5+ years of customer support experience
- 3+ years leading and managing support teams
- Experience leading offshore or globally distributed teams
- Track record owning and improving support metrics including SLA, CSAT, time-to-resolution, and handling time
- Experience supporting multiple customer types, including consumer and B2B customers
- Experience in a high-growth startup
- Experience in Customer Support, Customer Operations, or Technical Support
- Hands-on experience implementing or managing a modern multichannel support platform and help center or knowledge base
- Experience with Intercom or Intercom Fin
- Experience leading strategic projects involving support ticketing, AI-assisted support, and support analytics
- Strong written and verbal communication skills
- Ability to translate customer needs into clear Jira tickets
- Ability to handle customer escalations and inquiries directly
- Schedule flexibility for escalations and 24/7 support coverage
- Experience in PropTech, fintech, or a regulated consumer environment
- Based in or willing to relocate to Austin, Texas
- Willingness to work in an office
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