Director of Support
Core
US point person and leader for Boom's support function, evolving support from a cost center into a competitive advantage for renters, property managers, and applicants.
Role type
Director of Customer Support
Builds
Support strategy, metrics, and execution for BoomScreen, BoomReport, Boom App, and Boom Platform
Domain
PropTech / Fintech
Required skills
Leading and managing support teams (including offshore), owning support metrics (SLA, CSAT, time-to-resolution), managing multi-channel support platforms, implementing AI-assisted support, translating customer needs into product priorities, running strategic projects
Preferred skills
Experience supporting both consumer and B2B customers, experience in high-growth startups, experience in PropTech/fintech/regulated environments, experience with Intercom/Zendesk/Hubspot
Technologies
Jira, Intercom, Zendesk, Hubspot, Pylon
Responsibilities
Lead and coach a US-based support team of ~25, serve as escalation point for offshore operations, manage customer experience across segments, monitor and improve support metrics, run the help center, partner with Customer Success, lead strategic projects for new tooling and products
Seniority
Director, strategic leadership with hands-on execution
