Customer Support - Real Estate Transaction Coordinator

Full-Time | Austin, TX or Remote
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About Jointly:

Jointly is on a mission to bring collaboration, transparency, and efficiency to the real estate transaction. Our product saves time, reduces waste and error, and improves the accuracy of real estate contracts. Jointly eliminates duplicative efforts through real-time collaboration on the largest financial transaction of most people's lives. Agents refer to our product as the Turbo Tax for real estate contracts.


About You:

Jointly is seeking an experienced, tech-savvy, Transaction Coordinator or Real Estate Agent that’s interested in transitioning into a high-impact role within a technology startup: Customer Support. As our first hire, you will be in a unique position to take over frontline inquiries from customers, and construct the foundation necessary for us to fully launch and scale our support organization. We are looking for an enthusiastic individual who can listen to our customers and offer a quick, and sometimes innovative, solution to each problem they encounter. A strong candidate possesses outstanding communication skills, maintains a sense of urgency in addressing customer needs, and radiates positivity and confidence.


Responsibilities:

  • Ensure customers have an amazing support experience by answering inbound calls, texts, emails in a timely manner.
  • Obtain and maintain a detailed understanding of the product and assist customers with questions.
  • Develop relationships with customers to drive engagement, adoption, and retention.
  • Identify patterns and devise solutions to enhance the customer experience to reduce support inquiries.
  • Work with customers to ensure they are leveraging our platform effectively and maximizing product value.
  • Liaise with all departments within the company to achieve total customer satisfaction and move the product experience forward.
  • Report bugs to engineering department with adequate information to be able to reproduce the issue and troubleshoot
  • Identify and implement process improvements for ongoing operational efficiencies to scale the department.


Qualifications:

  • Minimum 1 year experience working as either a Real Estate Agent or Transaction Coordinator
  • Exceptional interpersonal skills with a high level of cognitive empathy
  • Ability to multitask, prioritize effectively and efficiently, and work independently
  • Flexible work schedule - understands that Real Estate Transactions happen 24/7
  • Experience working with Dotloop, Zipforms, Transaction Desk, DocuSign, etc.
  • Preferred: Texas Real Estate License holder, or willingness to obtain (company will sponsor)
  • Preferred: Experience with Intercom, Slack, Jira, etc.


About Our Culture:

At Jointly, we celebrate and defend our culture of ownership. Our vision drives ownership. Our environment fosters ownership. Our virtues embody ownership. Jointly’s product has tremendous potential and we recognize having the right individuals on board is critical to our success. We hire, admire, and when necessary, fire according to our four virtues. We seek individuals who naturally personify our virtues and reject those who don't, knowing they will never feel at home in our culture. The following four virtues are reflected in our team and our product:

  • Initiative: You don't wait around for something to happen - you make it happen.
  • Zeal: You are ambitious, relentless, and lively - making your presence felt.
  • Openness: You are candid, vulnerable, and receptive in discussing ideas, perspectives, and feedback.
  • Reliability: You're dependable and can be trusted. You deliver high-quality work and outcomes.

Customer Support - Real Estate Transaction Coordinator

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