Jointly · 1 month ago
Customer Support Lead
Austin, Texas Metropolitan Area
Full-time
Hybrid
Mid, Senior Level
3+ years expJointly is a company that helps the real estate industry operate with greater efficiency, accuracy, and trust. They are seeking a Customer Support Lead to architect the future of their support operations, focusing on team management, process architecture, and optimizing workflows.
Software
Hiring Manager
Devin Dvorak
Responsibilities
Team Management: You are the captain of the ship. You will manage scheduling for a distributed team that supports users Sunday through Sunday, 8 a.m. to 10 p.m., ensuring coverage never slips and the team is set up for success
Process Architecture: Stop the "knowledge leaks." You will own the creation and maintenance of our support documentation and internal knowledge base, ensuring that institutional knowledge is captured and accessible to the whole team rather than living in one person's head
Performance Standards: You will define and enforce the "Jointly Standard" for interactions. Through regular auditing, mentoring, and training, you will ensure every team member delivers the high-touch, "Four Seasons" experience we are known for, regardless of who is on shift
Product Liaison: Act as the primary bridge between Support and Engineering. You must be able to reproduce technical edge cases, validate defects, and prioritize fixes with the dev team - moving beyond simple troubleshooting to technical diagnosis
Workflow Optimization: Identify inefficiencies in our current process and implement new tools or automations to solve them. We value initiative where you identify the broken process and build the solution
Qualification
Required
3+ years of real estate industry-specific experience
Experience as a Transaction Coordinator is highly valued for context
Ability to manage workflows rather than just executing them
Comfortable troubleshooting deep technical platform issues
Ability to translate technical issues for engineers
Experience guiding teams and developing talent
Ability to teach others how to fish rather than fishing for them
Benefits
Flexibility: Work where you do your best work, with options for hybrid or remote setups.
Wellness: Comprehensive medical, dental, and vision benefits, plus paid parental leave.
Time Off: 15 days PTO, 10 paid holidays, and your birthday off.
Growth: Opportunities for professional development and company-sponsored training.
Company
Jointly
Jointly is a software development company.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Devin Dvorak
Founder & CEO
Recent News
SocalTech
2023-06-28
2023-04-13
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