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Customer Success Lead

Boom

Boom

Customer Service, Sales & Business Development
Austin, TX, USA
Posted on Tuesday, February 28, 2023

Our mission

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. We’ve started by creating rent payment tools that enable renters to pay on the schedule they define and build credit in the process, currently serving thousands of renters. We are led by a team of second-time founders Rob Whiting (ex-BCG, Rubicon) and Kirill Moizik (Eco, Technion, Grubhub). It's backed by investors such as Starting Line, Clocktower Ventures, Gilgamesh Ventures (Petal co-founders), and angels such as William Hockey and Zach Perret (Co-founders of Plaid) who led Boom's pre-seed round (joined by Harry Stebbings and others from places like Cash App, Mint House, Landis, Party Round, and Redfin).

Opportunity

As a Customer Success Lead at Boom, you will be responsible for leading our customer support team with a primary focus on delivering a 110% user experience for our end customers: renters. You will report to our Director of Operations and will work closely with product/engineering and growth/bus dev to identify and implement product improvements and launch new products/features. This would be a great role if you like working at the ground level with teammates and customers, have worked with an engineering teams before, consider yourself a strategic yet tenacious GSD type of person (you crush your todo list and email inbox), and like solving problems that have fast feedback loops to impact on real people's lives. This role is based in Austin.

What you'll do

  • Lead customer support for both our direct-to-consumer renters as well as our B2B
  • Build and manage our offshore customer support team; you will lead a large team from Day 1, including hiring, training, and coaching teammates
  • Develop and implement strategies to increase customer satisfaction, retention, and loyalty
  • Evolve and track operational metrics for data integrity, payment verifications, lease data review, credit data furnishment, communications SLAs, etc.
  • Analyze customer data and feedback to identify insights that inform product development
  • Define and document (a) operational processes (in conjunction with Director of Operations) and (b) product improvements (via PRDs with with product/engineering)
  • Liaise between customer support team, product, engineering, growth and design to implement product, processes and data changes that resolve customer pain points

What you'll need

  • 5+ years of experience in customer support or success, preferably at a fintech company
  • 2+ years of experience in a leadership role managing a team, preferably with BPO / support team management experience
  • Bachelor's degree or above
  • Experience working with customer support tooling (we use Intercom)
  • Experience working with typical customer support stack - e.g. Intercom, ticketing systems, etc.
  • Experience interfacing with technical products and teams
  • Bias-to-action mentality and organized - you're a self-starter who doesn't let things slip through the cracks
  • Ability to resolve complex customer issues, and then build processes and documentation that a team can follow
  • Data-driven mindset, with the ability to analyze and interpret customer data and feedback to inform business decisions*

Benefits of working at Boom

  • 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 + 5 sick days + all US federal holidays (11 in total) (note: we think unlimited PTO is BS and causes some employees to feel guilty when they take it)
  • Company-issued laptop
  • Regular off-sites, retreats, and other company-sponsored events and travel opportunities

How to apply

Apply on Angelist and send a quick paragraph addressed to Rob and Chris as to why you're interested and qualified.