Organic, scientifically-formulated products uniquely crafted to care, simplify and celebrate every stage of your beauty journey. Questions? Connect with us at (929) 266-2100.
About the role
Lead the support team. Serve as the US point person for the existing support team of ~25. This includes setting priorities, coaching the team, onboarding new talent, and raising the bar on quality and speed to provide strong customer service. Additionally, manage internal training for new and existing products.
What they're looking for
- Minimum 5+ years in customer support, with 3+ years leading and managing support teams, ideally including offshore or globally distributed teams
- Track record of owning and improving the full set of support metrics (SLA, CSAT, time-to-resolution, handling time)
- Experience supporting multiple customer types (consumer and B2B) is strongly preferred
- Experience at at high-growth startup is preferred, with emphasis on experience in the Customer Support / Customer Operations / Technical Support domains
- Hands-on experience implementing and/ or managing a modern support platform (Multi-channel, including help center / KB platforms such as Intercom, Zendesk, Hubspot, Pylon, or similar). Intercom / Fin experience is preferred
- Experience leading strategic projects (This role with include implementing support ticketing, AI-assisted support, and further building out customer support analytics)
More about this role
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.
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...
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