Full-Time

Director of Support

Boom Pay

Boom Pay

51-200 employees

Reports rent payments to credit bureaus

Compensation Overview

$110k - $160k/yr

+ Stock options

Austin, TX, USA

In Person

Based in or willing to relocate to Austin, Texas; the company is in-office.

Category
Customer Experience & Support (1)
Required Skills
HubSpot
Zendesk
JIRA

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Requirements
  • A minimum of 5 years of experience in customer support, including at least 3 years leading and managing support teams, ideally with offshore or globally distributed teams.
  • A track record of owning and improving support metrics, including service-level agreements, customer satisfaction, time-to-resolution, and handling time.
  • Hands-on experience implementing or managing a modern multichannel support platform, including help center or knowledge-base platforms such as Intercom, Zendesk, HubSpot, Pylon, or similar.
  • Experience leading strategic projects, including support ticketing, artificial-intelligence-assisted support, and customer support analytics.
  • Strong written and verbal communication skills, with the ability to translate customer needs into clear Jira tickets and handle customer escalations and inquiries directly.
  • Schedule flexibility to handle escalations as needed because the company provides 24/7 support.
  • Based in or willing to relocate to Austin, Texas, with availability to work in an in-office environment.
Responsibilities
  • Lead the existing US-based support team of approximately 25 by setting priorities, coaching the team, onboarding new talent, and improving service quality and speed.
  • Manage internal training for new and existing products.
  • Work daily with the offshore operations team in the Philippines to manage support Jira tickets, handle complex customer inquiries, resolve technical issues, execute save strategies, and maintain 24/7 coverage.
  • Own and evolve support delivery for applicants, renters, and business-to-business property-management customers, accounting for their different needs, expectations, and service-level agreements.
  • Monitor and continuously improve service-level agreements, customer satisfaction, time-to-resolution, first-response time, contact rate, and other key support metrics.
  • Manage and report priority metrics using the support dashboard and use them to drive improvements for customers.
  • Improve support through AI-assisted resolution, proactive support, in-product help, and a tiered escalation model for cross-team support.
  • Keep the help center current, comprehensive, and accessible.
  • Identify and launch new support channels and formats that drive faster resolution and higher satisfaction.
  • Understand the main support issues across products and customer segments and translate them into priorities and tickets for Product and Engineering.
  • Support the Customer Success team with client onboarding and ongoing support to ensure unified customer transitions.
  • Lead strategic support initiatives, including implementing new platforms and tools, conducting vendor assessments, and establishing support for new products as they launch.
Desired Qualifications
  • Experience supporting multiple customer types, including consumer and business-to-business customers.
  • Experience at a high-growth startup, particularly in customer support, customer operations, or technical support.
  • Experience with Intercom or Fin.
  • Experience in PropTech, fintech, or a regulated consumer environment.

BoomPay is a fintech service that helps people build credit by reporting rent payments to all three major credit bureaus. It verifies rent payment data and reports it quickly, often within 24 hours for one-off verifications, and provides ongoing monthly reporting for subscribers. The app is designed for ease of use and fast turnaround, with users reporting average credit score gains of about 28 points in two weeks and up to 127 points in one month. BoomPay aims to enable people to access better financial products by improving their credit scores through reliable, timely rent reporting.

Company Size

51-200

Company Stage

Series A

Total Funding

$19.5M

Headquarters

New York City, New York

Founded

2020

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Simplify Jobs

Simplify's Take

What believers are saying

  • Boom raised $15 million in August 2026, backing expansion and product development.
  • AAGLA named Boom a preferred vendor for AB 2747 compliance in April 2026.
  • Revenue grew eightfold year over year, reaching double-digit millions with burn multiple below 1.0.

What critics are saying

  • Boom faces 28 BBB complaints and repeated reports of slow or failed reporting.
  • Self, Piñata, and RentTrack undercut Boom on price, free tiers, or landlord-paid distribution.
  • If California compliance demand stalls, Boom's renter-paid model stays exposed to churn.

What makes Boom Pay unique

  • BoomCRM unifies screening, rent reporting, and leasing into one continuous workflow.
  • Boom serves 500 operators across 500,000 units, including AMH and Roots Management.
  • Boom reports rent to Experian, Equifax, and TransUnion, with 24-month backdating.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Stock Options

Paid Vacation

Paid Sick Leave

Paid Holidays

Training Programs

Professional Development Budget

Growth & Insights and Company News

Headcount

6 month growth

-2%

1 year growth

-1%

2 year growth

-1%
This Week in Fintech
Aug 18th, 2026
Boom raises $15M Series A to bring fintech-style underwriting to rental housing.

Boom raises $15M Series A to bring fintech-style underwriting to rental housing. Aug 18, 2026 It was 2020, and the COVID-19 pandemic had just hit. Rob Whiting was trying to help his brothers, both of whom had lost their jobs, find a more affordable rental. "As I went down the rabbit hole with them to help them on their application journey, I saw a lot of the pain points along the way," Whiting recalls, "with one brother getting rejected for bad credit, including a mark on his credit report that was actually an error." While his brothers eventually found a new place to live, Whiting was struck by the difficulties they had in the process. The experience led him to start Austin-based Boom, a startup that is building a leasing operating system for property management. And today, Boom is announcing it has raised $15 million in a Series A round led by S3 Ventures, which included participation from Mischief VC (a firm co-founded by *Plaid CEO and co-founder Zach Perret) and repeat backers such as Starting Line VC, Company Ventures, and Gilgamesh Ventures, among others. It has now raised $20.5 million since its 2020 inception. The Series A also adds to Boom's ties to the fintech industry. William Hockey, co-founder of Plaid and founder and CEO of Column, was Boom's largest investor in its pre-seed round. Dustin Moring, general partner at Mischief, is the former head of product at Cash App and served as a partner on the deal. Indeed, Boom began with a distinctly fintech-focused product. Its first offering, BoomReport, reports rent payments to the major credit bureaus to help renters build credit. It later launched BoomScreen, an application and underwriting orchestration platform that Boom likens to Alloy's financial services model. Now the company is launching BoomCRM, an agentic leasing and touring CRM built on top of that underwriting infrastructure. The product answers calls, qualifies prospective renters, and books tours, while allowing Boom to bring pre-qualification earlier into the leasing process. Boom's three products cover different stages of the rental process. By connecting those products, Boom can carry information from one stage to the next and potentially do more with applicants who don't initially qualify, according to Whiting. Bringing fintech-style underwriting to rentals. Boom operates on the premise that rental screening lags behind underwriting in the consumer lending and credit card spaces. It's a somewhat one-size-fits-all approach in that property managers often rely on relatively fixed criteria when evaluating applications, argues Whiting. For example, applicants are often required to earn three times the monthly rent and have a credit score of at least 650. Those rules, he said, rarely bend based on factors such as broader economic conditions or the risk profile of a particular portfolio. When renters complete pre-screening steps such as verifying their identity, that information can automatically transfer to their actual application. This saves applicants from entering the same details twice. BoomScreen connects directly to underlying data sources, including county databases, rather than relying only on third parties. That gives property managers more flexibility in deciding which applicant information to consider and how to use it in screening, Whiting says. Its connected approach could also improve how companies handle rejected applicants. Today, renters who get turned down rarely hear anything back beyond a simple denial. Whiting compares Boom's goal to Credit Karma's pre-approval tools or Apple's "Path to Apple Card" program, which give rejected applicants a roadmap of the steps they need to take to qualify later. Boom has also built compliance, risk and credit infrastructure around the platform. Property managers can be credentialed once with Boom and use multiple FCRA (Fair Credit Reporting Act)-regulated products through the same provider. BoomCRM moves some of that underwriting infrastructure earlier in the renter journey. Because the CRM sits on top of BoomScreen, Boom can incorporate pre-qualification before a prospective renter formally applies. Built specifically for single-family and manufactured housing. Unlike traditional leasing software, which was designed for large apartment buildings where every unit is in one location, BoomCRM is built specifically for single-family rentals and manufactured housing. Because these homes are spread out across entire regions and often owned by different investors, BoomCRM includes features such as self-guided tours and flexible scheduling; multi-owner account management to handle different property owners; and "travel-smart" scheduling that calculates driving distance between properties for real estate agents. Boom also took a different path in product development. It started with screening and underwriting before building leasing software on top. Many leasing CRMs began with leasing tools and are now adding newer AI models to systems originally built around more basic chatbot technology, according to Whiting. BoomCRM, by contrast, was built using newer large language models from the outset and connects directly with BoomScreen, allowing screening information to be used earlier in the leasing process. Boom claims one of its biggest differentiators is starting compliance-first with screening and underwriting, then building a CRM layer on top using current agentic models. "One of the biggest failure points in the leasing funnel today is the handoff between disconnected tools (syndication | CRM / communications | underwriting | PMS)," said Miguel Armaza, co-founder and general partner at Gilgamesh Ventures. "Because Boom went deep architecturally on one continuous funnel, they solve the handoff problem without sacrificing depth at any stage." Revenue up eightfold year over year. Boom now serves more than 500 operators covering more than 500,000 units, according to Whiting. Customers include AMH, Roots Management, Marketplace Homes, Saratoga Group, On Q Property Management and RENU Property Management. The company says its customer base includes more than 25% of the largest third-party single-family rental operators and about a quarter of the 100 largest manufactured housing operators. The startup's revenue has grown eightfold year over year and is now in the double-digit millions, according to Whiting. Boom is not yet profitable, but the company said its burn multiple - the amount of cash burned for each dollar of net new revenue - has remained below 1.0. Boom generates revenue through a mix of models. The startup sells BoomCRM as a SaaS product, while BoomScreen uses usage-based pricing tied to the data services used during the application process. Presently, Boom has more than 60 full-time employees, up from 19 at the end of 2024. The company plans to use the new capital primarily for product development. It also wants to expand its presence in multifamily and student housing, alongside more leasing-focused features. "This means delivering more agentic leasing features and new data and fintech solutions around the move-in experience," Whiting said. "We'll also use the funds to expand our go-to-market team across sales, marketing, and customer success." Boom CEO and co-founder Rob Whiting S3 Ventures General Partner Aaron Perman believes that most property management software was built "in the pre-AI era, designed for multi-family, and had accounting ledgers at their core with the parts of the platform that touch consumers bolted on via acquisitions." Boom's AI-native offering, which was designed for single-family rental and manufactured housing from the ground up, takes a very different approach, in his view. "By providing a modern experience that unifies screening, rent reporting, and leasing into a single operational layer," he wrote via email, "Boom dramatically reduces time-to-lease while providing a better consumer experience." With legacy platforms, a decision on a rental application can take anywhere from one to seven days, Perman added. "Boom collapses that decision cycle to under a day, resulting in a better renter experience and a tangible ROI to operators," he said. "Additionally...Boom's deeply configurable screening product enables property managers to tune leasing requirements granularly based on local regulations and the asset owner, a real differentiator compared to multi-family-focused and legacy products." (*Disclosure: Plaid is the parent company of This Week in Fintech; it does not have any say in its editorial process.)

Commercial Observer
Aug 18th, 2026
SFR Leasing Operating System Boom Secures $15M Series A Funding

Company also announces the launch of BoomCRM, an agentic leasing and touring product.

Redwood Prime Realty
Jul 26th, 2026
Is your property manager reporting tenant credit?

Is your property manager reporting tenant credit? By Redwood Prime Realty - Sunday, July 26, 2026 When evaluating a property management company, most owners focus on occupancy rates, maintenance, and rent collection. However, there's another important question you should be asking: Does your property manager report tenant payment history to the credit bureaus? This is a feature that's gaining traction in the property management industry, and for good reason - it benefits both tenants and property owners. Helping Tenants Build Better Credit When tenants consistently pay their rent on time, that financial responsibility should count for something. Credit reporting allows those positive payment habits to be reflected in a tenant's credit profile. By reporting on-time rent payments to major credit bureaus, property managers can help tenants improve their credit scores and create a stronger path toward future financial goals, including homeownership. As rent payment history becomes increasingly important in credit scoring models, tenants should be excited about participating in programs that recognize and reward responsible payment behavior. Encouraging Timely Rent Payments Credit reporting isn't only beneficial when payments are made on time. It can also provide accountability when tenants fall behind. When late or missed rent payments are reported, tenants gain a clear incentive to stay current on their obligations. This creates an additional layer of motivation beyond late fees and collection efforts, helping encourage responsible financial choices. For property owners, this can mean fewer payment issues and a more consistent rental income stream. A Win-Win for Everyone At its company, GoRedwood recently partnered with Boom to provide credit reporting services for its residents. GoRedwood see it as a valuable tool that supports both sides of the rental relationship. Tenants gain an opportunity to strengthen their credit and move closer to their long-term goals, while property owners benefit from increased accountability and more reliable rent payments. A Question Worth Asking Whether you're a property owner evaluating management companies or a tenant looking to maximize the benefits of your rental history, credit reporting is a topic worth discussing. Ask your property manager: "Do you report tenant rent payments to the credit bureaus?" The answer could have a significant impact on both financial health and long-term success.

TravelDailyNews
Jun 5th, 2024
Boom appoints Generali's former Global Head of Digital Transformation to Advisory Board in latest strategic hire

Moshe Tamir joins Boom's advisory board to advance AI in property management for short-term rentals, enhancing strategic operations and technology deployment.

Yahoo Finance
Feb 12th, 2024
Boom Partners with Landis, a Homeownership Program for Renters, to Offer Rent Reporting to Clients

In an effort to expand their coaching resources, Landis has chosen to partner with Boom for its rent reporting service of choice to equip their clients with an easy tool to build their credit.