Customer Support Associate
- Compensation
- $45K–$70K / yr
- Location
- Austin Texas
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 0+ years
- Category
- Support
- Posted
Skills
Must have
- 0–2 years of experience in customer support, a call center, hospitality, retail, or another customer-facing role (recent grads welcome)
- Very comfortable on the phone with both consumers and business customers; clear, friendly, and confident verbal communication
- Technically minded: you enjoy figuring out how software works and are comfortable troubleshooting live, including over screen share
- Fast and organized: able to manage a high volume of conversations and open issues without letting anything slip
- Strong written communication for chat, email, and ticket documentation
- Calm under pressure and empathetic with frustrated customers
- Likes solving problems and moving quickly; takes ownership instead of passing issues along
- Familiarity with support tools such as Intercom, Zendesk, or Jira is a plus (we'll train you)
- Comfortable using AI tools in your day-to-day work is a plus
- Experience in property management, leasing, real estate, or fintech is a plus
- Based in (or willing to relocate to) Austin, TX; Boom is an in-office company
Full description
About the job
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. 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.
Opportunity
Boom is looking for a fast, organized, and technically minded Customer Support Associate to join our in-office support team in Austin. You'll be on the front line for everyone Boom serves: rental applicants and renters who need help getting through the application and screening process, and property managers who rely on the Boom Partner Platform to run their leasing operations. Most of your day will be spent on the phone, solving problems live and getting people unblocked quickly.
This is an early career role with a steep learning curve and direct ownership. You'll troubleshoot issues in real time, jump on screen shares to walk users through the product, and flag patterns to Product and Engineering so the next customer doesn't hit the same problem. It's a great fit for someone early in their career who likes solving problems, moves quickly, and wants a front-row seat at a fast-growing Series A company. We are also open to staggered schedules covering weekend as well. To be a bit clearer on who we are looking for:
Who is a good fit: comfortable on the phone in long durations with both renters and business customers, stays calm and friendly when a caller is frustrated, naturally curious about how software works, organized enough to juggle many open issues without dropping one, picks up the phone instead of waiting on an email thread.
Who is not a good fit: prefers to work only over chat or email, gets rattled by upset callers, needs a script for every situation, hands off technical questions without trying to dig in first, looking for a remote role.
What You'll Do
- Phone-first support: Handle inbound and outbound calls with applicants, renters, and property managers, resolving questions about applications, screening decisions, payments, and account access
- Live troubleshooting: Diagnose product issues in real time and jump into screen shares to walk users through BoomScreen, BoomReport, the Boom App, and the Boom Platform