Boom
Head of Support
Austin Texas. Posted 5 months ago
The role
You will lead a 25-person support team and handle escalations for the Philippines operations team. You will own support metrics and work with Customer Success, Product, and Engineering to modernize support.
What you will do
- Lead a 25-person support team
- Handle escalations for the 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
Required qualifications
- 5+ years in support
- 3+ years managing teams
- A record of improving support metrics
- Hands-on Intercom, Zendesk or similar
- Experience supporting both consumer and B2B customers
- Based in (or willing to relocate to) Austin, TX
Nice to have
- offshore experience
- Intercom/Fin
Benefits
- 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)
- Company-issued laptop/MacBook
- Company-sponsored training & development
- Regular off-sites, retreats, and other company-sponsored events and travel opportunities
About the company
Boom is building a suite of rental financial services for renters and property managers. It is led by second-time founder Rob Whiting.