# Director of Support at Boom

- Company: Boom
- What the company does: 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.
- Company website: https://boombeauty.com
- Type: Startups
- Level: Principal and up
- Location: Austin Texas
- Work setup: On-site
- Pay: $110K to $160K base salary per year (USD)
- Posted: 2026-06-05
- Apply by: 2026-10-08
- Apply: https://jobs.ashbyhq.com/Boom/7b1c6bac-1bcc-4bb0-888b-2412c6c7a789
- Page: https://www.1752.vc/careers/jobs/boom-director-of-support/

## 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)

Tags: GTM