Customer Success Lead

| Greater NYC Area
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About Us

Great Jones is creating a modern platform to serve the $2 trillion in rental homes owned by small-scale investors.

To start, we’re bringing property management into the 21st century. Property management is a massive industry, with over $40 billion spent each year in the U.S alone. It is deeply fragmented, has great unit economics, and notoriously bad customer experience.

Our team is uniquely qualified to take on this market. Our founders spent over a decade building digital platforms that have powered hundreds of millions of dollars'​ worth of transactions for businesses.

We are fortunate to be well-funded by truly helpful investors, and are building out a best-in-class team to help us tackle this massive opportunity.

About the Job

We’re looking for a customer-obsessed people manager to join our growing team in New York as a customer success team lead. The team lead will directly manage a small team of customer success agents and be responsible for managing the team’s performance and handling escalations. We’re looking for someone who has the ability to develop a detailed understanding of our business and is excited about solving problems for owners and residents. 


This is a full time, Monday through Friday position. NYC-based.


Key responsibilities include: 


  • Lead a small team of customer success agents. Manage team’s performance through coaching and developing to ensure agents meet individual and departmental goals. 
  • Respond to escalated customer support inquiries with a high level of empathy. 
  • Work cross-functionally with our account management team to provide best-in-class support for our high-value customers 
  • Assess ongoing learning opportunities and knowledge gaps on the team to ensure adequate training of all agents.
  • Contribute to process and service quality improvement
  • Assist leadership team with day-to-day team operations 

Who you are

  • Excellent communicator. Strong written communication and very comfortable on the phone. 
  • Positive attitude and eagerness to get tasks done well, no matter how big or small.
  • Ability to think on your feet and solve problems as needed.
  • You’re a natural leader with a knack for motivating others. 

Desired Experience 

  • 3+ years professional experience in a customer facing role
  • Previous service desk experience 
  • At least 1+ year of experience directly leading or managing a team 

Hourly Wage 

$25/hour , based on experience


About Great Jones

Great Jones is creating a modern platform to serve the $2 trillion in rental homes owned by small-scale investors.

To start, we’re bringing property management into the 21st century. Property management is a massive industry, with over $40 billion spent each year in the U.S alone. It is deeply fragmented, has great unit economics, and notoriously bad customer experience.

Our team is uniquely qualified to take on this market. Our founders spent over a decade building digital platforms that have powered hundreds of millions of dollars'​ worth of transactions for businesses.

We are fortunate to be well-funded by truly helpful investors, and are building out a best-in-class team to help us tackle this massive opportunity.

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Location

Our office sits at the nexus of Koreatown and NoMad. Bibimbap to the left; all the Avocado Toast to the right. Plenty of coffee.

An Insider's view of Great Jones

What’s the vibe like in the office?

It's definitely a startup environment in that people dress casual, there is an open floor plan, and a buzzing energy. At the same time you can feel that people on the team take their work pretty seriously (but not themselves too seriously). There are a number of team traditions without it feeling like a cliche startup.

Max

VP, Sales

How do you collaborate with other teams in the company?

Collaboration is as simple as turning to the person next to you or sending a quick slack message (creative GIFS are highly encouraged) asking for help or input. Where we shine as an organization is in our ability to bring together people with really deep and varied experiences.

Laura

Growth Operations Lead

How does the company support your career growth?

For self-starters, this is the place to be. You'll find each challenge ladders up to an outcome with real impact on the business. If you're thinking about the story that you want to tell when you outgrow your next role, Great Jones will give you the opportunity to write your own narrative and gain access to the resources you need to get there.

Kahala

Growth Marketing Manager

How do your team's ideas influence the company's direction?

Our unusually cross-functional team brings deep insights both from past experience and day-to-day work. By making the customer experience our North Star and letting the best idea prevail, regardless of where it's from, we'll reinvent how people interact with this massive asset class.

Jay

Founder, CEO

What does career growth look like on your team?

Great Jones is built to be a true meritocracy. The best ideas win, and can come from anyone, at any level. Team members who show great instincts and build a track record of strong decision-making get more responsibility. Rinse and repeat! There is no ceiling. And the whole team is supportive of promoting from within.

Abigail

Co-Founder, Head of Growth

What are Great Jones Perks + Benefits

Great Jones Benefits Overview

Great Jones offers full medical, dental and vision benefits, as well as generous time off and all the snacks you'd imagine. There is cold brew on tap, naturally. We provide team lunch 1x week.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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