Own the support function end to end — and turn every resolved ticket into an article so the next operator gets a faster, clearer answer.
The Role
You'll own the support function at Vitality: the inbox, the phone line, the chat queue, and the process behind all three. When an operator writes in because a charge doesn't look right, you're the one who works out what happened and explains it in plain language. This isn't a high-volume queue, so you'll have room to do that properly.
What makes the role different is what happens after the ticket closes. Every issue you resolve gets written up as an article, so the next operator with the same problem gets a faster and clearer answer. Building that library is as much the job as answering the tickets, and it's what lets support stay small and still be excellent as we grow.
What You'll Do
What Success Looks Like
90 days: You own the inbox, phone line, and chat queue end to end. Every ticket is categorized, the process is written down, articles cover our highest-volume issue categories and are being reused in real responses, and every release gets QA coverage.
6 months: The documentation is substantial and current enough to pilot automated tier 1 responses, and recurring issues are feeding the product roadmap.
12 months: Automated tier 1 responses are running in production against the library you built, with a measured deflection rate and a clean escalation path for anything the system can't answer. Ticket volume per operator is trending down even as the operator count goes up. Article review runs on a cadence, with staleness tracked and visible.
What We're Looking For
Nice to Have
None of these are required, and we'd rather have the right person without them than the wrong one with all of them.
- Experience in property management, multifamily, or utility billing
- Familiarity with property management systems like Yardi, Entrata, RentManager, or RealPage
- Experience building or maintaining a help center or knowledge base
- QA or software testing experience, formal or otherwise
- Experience working with AI tools for support, documentation, or retrieval
Details
Location
Remote
Hours
8–5 Mountain, M–F
Team
Support
Salary
$60K–$90K
$60,000–$90,000 per year depending on experience. Health, dental, and vision insurance, plus a 401(k). This is not an on-call or after-hours role.
The role is scoped as an individual contributor today. The intent is for this person to become the Support Manager and build the team.
Apply NowOr email us directly at careers@vitality.io
VITALITY IO is an equal opportunity employer. We value different backgrounds, experiences, and perspectives, and we're committed to building an inclusive workplace.
No specific experience required; must be able to work 8-5 Mountain Time, Monday-Friday.
Key Responsibilities
- answering tickets
- writing articles
- building knowledge base
Job Details
- Category: Customer Service
- Seniority: No Prior Experience Required
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 60,000 – 90,000 / year
- Languages: English
Benefits
- Retirement plan
About Vitality
A technology company providing automation and support solutions. — Industry: Information Technology