Boom
FinTech
DirectorofSupport
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“Director of Support at Boom. Skills: Customer support leadership, Support operations management, Customer experience strategy, Customer advocacy. Lead support team. Set priorities”
What You'll Achieve.
Improve SLAs; Improve CSAT; Improve time-to-resolution; Improve first-response time; Improve contact rate; Drive change for end customers; Faster resolution; Higher satisfaction
Industry & Context.
Troubleshoot technical issues; Resolve customer issues
Schedule flexibility for escalations, Handle 24/7 support escalations
What They're Looking For.
Must Have
5+ years customer support, 3+ years leading support teams, Experience supporting multiple customer types, Experience implementing support platform, Experience leading strategic projects, Written and verbal communication skills
Nice to Have
Experience at high-growth startup, Intercom / Fin experience preferred, Experience in PropTech, Experience in fintech, Experience in regulated consumer environment
What You'll Do.
Manage internal training
Serve as escalation point
Manage support Jira tickets
Handle complex inquiries
Execute save strategies
Handle technical issues
Maintain 24/7 coverage
Manage support delivery
Evolve support delivery
Monitor support metrics
Improve time-to-resolution
Improve first-response time
Drive change for customers
Rethink support provision
Improve AI-assisted resolution
Build proactive support
Implement in-product help
Execute tiered escalation
Keep help center current
Launch new support channels
Launch new support formats
Understand top support issues
Translate issues to tickets
Support CS on onboarding
Support CS on ongoing support
Lead strategic projects
Implement new platforms
Implement new tooling
Run vendor assessments
Stand up support for new products
How You'll Work.
Team & Collaboration
Partner with Customer Success; Partner with Product; Partner with Engineering
Communication Scope
Translate customer needs; Handle escalations; Handle inquiries
Process & Methodology
Strategic projects
Full Job Description
ABOUT THE JOB OUR MISSION Boom https://www.boompay.app/ 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 https://www.linkedin.com/in/robwhiting/ (ex-BCG, Rubicon). It’s backed by investors such as Starting Line https://www.startingline.vc/, Clocktower Ventures https://www.clocktowerventures.com/, Mischief VC https://www.mischief.xyz/ (CEO of Plaid Zach Perret’s fund), Gilgamesh Ventures https://www.gilgameshvc.com/ (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 https://www.inman.com/2023/10/30/new-boom-api-to-scale-reporting-of-tenant-payments-to-credit-bureaus/, Business Insider https://www.businessinsider.com/boom-pitch-deck-fintech-credit-builder-seed-2023-6, HousingWire https://www.housingwire.com/articles/rent-reporting-platform-boom-raises-4-5m-in-seed-round/, and more. OPPORTUNITY 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 product (BoomScreen, BoomReport, the Boom App, and the Boom Platform) and every customer segment. You’ll lead a US-based support team, serve as the escalation point for our offshore operations team in the Philippines, and partner closely with Customer Success, Product, and Engineering to turn support fr
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