Customer Support Lead – Bilingual Spanish
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 tenant screening, 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. Now serving thousands of renters, Boom is led by second-time founder Rob Whiting (ex-BCG, Rubicon). 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) and Harry Stebbings. Boom has been profiled by Inman, Business Insider, HousingWire, and more. Opportunity We’re seeking a Spanish Customer Support Specialist (think: virtual assistant) to join our team innovating at the nexus of financial services and real estate. We’re excited to have a work relationship where you learn from us as much as we learn from you. We are looking for someone to own a specific area of our customer support organization, from managing client relationships to reviewing/processing customer scenarios. You will likely build our growing product suite by reviewing workflows around file processing for data verification, customer success (mostly chat/email), anti-fraud / data quality assurance, or special projects (e.g. helping with recruiting, link scraping). Reporting to our Team Lead (PH) and Customer Success Manager (PH), you’ll pair closely with other Customer Support Specialists on our team (who are also based in the Philippines) to serve thousands of customers in the United States in a high-paced, exciting environment. Responsibilities - Help drive our customer support communications, including email, chat and the occasional phone call (requires at least near-native English and Spanish) - Reviewing customer applications (e.g. document review) - Manage client relationships with U.S. customers and institutions - Audit data and product operations for quality assurance - Data entry / file creation for one of our products, BoomReport - Other one-off projects (e.g. sourcing job candidates via LinkedIn) WORKLOAD & DAYS/TIMES OF WORK - We’ll start on a 1-month fully paid trial (to see how we work together) - ~40-45 hours per week to start - Monday - Friday, 10am - 6pm New York time. We are also open to and interested in candidates who can provide at least 1 day of weekend coverage - US holidays are off; Christmas and New Year’s Day are paid non-working days COMPENSATION & BENEFITS - $4-6 USD per hour, opportunity to increase with responsibilities - Payroll frequency: every 2 weeks OUR TECH STACK INCLUDES: - Slack/Zoom - for internal communication - Intercom - for on-site customer service - Google G Suite - for sheets, docs, email etc. - OpenPhone - for phone calls REQUIRED EXPERIENCE - Near fluent English and Spanish or better - Excellent communication skills, both verbal and written - Open to change (processes change quickly at startups so you have to be comfortable with change) - Unafraid to ask for help; we’re happy to train you and help with problems, but going silent is unacceptable - Self-starter with a strong work ethic, able to work without direct supervision - Attention to detail with a high degree of ownership - Organized and good at time management - Fast, stable and reliable internet connection - Computer specs of at least Intel i5 processor (or equivalent AMD) and 4GB RAM (8GB preferred) - Experience working with at least some of our tech stack Desired Experience - At least 1-year of VA Experience as a Spanish customer support - At least 1-year of customer application/document review & processing - Preferred: 1-year Sales experience Training and Teaming - During the first week, you’ll get introductions from our CEO and Head of Operations (U.S.-based) - Also during this time and beyond, you’ll pair closely with other Customer Support Specialists on our team who are also based in the Philippines