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. Can be based in NYC or Remote.

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 brings ease and performance to rental ownership and living, starting by reinventing property management for the several trillion (!) dollars in rental homes owned by small-scale investors. 

We’re replacing an experience that has historically been heavily operational, low-tech, and stressful with one delivered through modern software, thoughtful experience design, real benefits of scale, and the right blend of local & centralized operations.

By providing a seamless, full-service experience for owners and residents, we aim to make ownership worry-free and more profitable for the 25 million Americans who own rental homes. In doing so, we become the operating system around our owners’ most valuable investments, as well as our residents’ homes.

And we’re doing this within an enormous addressable market, with highly attractive unit economics, where competition is deeply fragmented and notorious for subpar service.  

We are growing rapidly with nationwide expansion on deck -- headquartered in Manhattan with on-the-ground operations in 20 markets across 9 states.

Our leadership team has built digital platforms and operational machines that have powered hundreds of millions of dollars' worth of transactions for marketplace businesses like 1stdibs, Skillshare, and Warby Parker.

We’ve raised over $30 million (including our recently closed Series B) from top investors including Crosslink Capital, Navitas Capital, Zigg Capital, Juxtapose, and top NYC angels & real estate entrepreneurs including Kevin Ryan, David Rosenblatt, and Jason Finger, who have founded or led companies such as Seamless, Gilt Groupe, MongoDB, DoubleClick, 1stdibs, Floored, and others.