About Jointly
Jointly helps the real estate industry operate with greater efficiency, accuracy, and trust by integrating intelligence into forms, automating compliance, and enabling real-time collaboration. Our platform is trusted by leading teams, brokerages, MLSs, and associations to power life’s largest financial transaction.
The Opportunity
We’re hiring a Customer Support Lead to architect the future of Jointly’s Support. This is not a standard ticket-clearing role; it is a strategic position designed to scale the "Four Seasons" version of real estate transaction support.
What You'll Do: Lead & Optimize Support Operations
- 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.
Who You Are
- Strategic & Experienced: You have 3+ years of real estate industry-specific experience. While experience as a Transaction Coordinator is highly valued for context, you are primarily a process leader capable of managing workflows rather than just executing them.
- Technical Problem Solver: You are comfortable troubleshooting deep technical platform issues and translating them for engineers. You understand the "why" behind a bug, not just the "what".
- Mentor Mindset: You have experience guiding teams and developing talent. You can teach others how to fish rather than fishing for them.
Our Core Virtues
- Initiative: You don't wait for something to happen; you make it happen.
- Zeal: You love what you do, and it shows. You are ambitious and relentless.
- Openness: You are candid in voicing your opinions and welcome the perspectives of others.
- Reliability: You are dependable and consistently deliver high-quality work.
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.
