layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Director of Support at Boom | LAYIQ

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.
Serve as the escalation point for customer issues.
Roll up sleeves and work daily alongside Boom’s offshore operations team in the Philippines to manage support Jira tickets, handle complex customer inquiries, unblock issues, execute save strategies, handle technical issues, and maintain 24/7 coverage.
Own the customer experience and channels across segments.
Manage and evolve how support is delivered to applicants, renters, and B2B (property managers) customers, recognizing each segment has different needs, expectations, and SLAs.
Own the metrics.
Monitor and continuously improve SLAs, CSAT, time-to-resolution, first-response time, contact rate, and other key support metrics. Manage and report out on priority metrics using Boom’s support dashboard and use them to drive change for the end customers.
Rethink how Boom provides support.
Bring a point of view on what world-class support looks like in 2026 (e.g. improve existing AI-assisted resolution, build proactive support, in-product help, and execute a tiered escalation model for cross-team support.
Run the help center.
Keep Boom’s help center current, comprehensive, and digestible. Identify and launch new support channels and formats that drive faster resolution and higher satisfaction.
Be the voice of the customer.
Understand the top support issues and topics across products and segments, and translate them into priorities and tickets for Product and Engineering to improve the product.
Partner with Customer Success.
Support the CS team on client onboarding and ongoing support to ensure onboarding and ongoing support transitions feel a unified Boom experience.
Lead strategic projects.
Own the major initiatives in the support domain: implementing new platforms and tooling, running vendor assessments, and standing up support for new Boom products as they launch.

Director of Support

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