Humans of Helix: Jonathan Joy

Meet Jonathan Joy

Senior Manager, Customer Support

A customer-centric philosophy can benefit all stakeholders, especially in the highly competitive tech world. No one knows this better than Jonathan Joy, Senior Manager of Customer Support for Helix. Focusing on the end user customer has always been central for Jonathan, especially when considering how the work his team accomplishes impacts their daily lives.?

Jonathan joined Q2 11 years ago in the Platform Support team, where he was one of only eight people at the time. Jonathan fondly remembers the close connection the team had with our customers. Prior to joining Q2, Jonathan served his community as a police officer. Jonathan was excited to join a mission-driven organization with amazing colleagues.??

About two years ago, Jonathan moved to the Helix team, which consisted of about 50 employees, to help build Helix’s Customer Support organization. Starting with just two dedicated Helix Support team members, they went through substantial growing pains and needed someone to help position the team to be able to scale and meet customer needs. At that time, most of the customer support needs were being addressed by the Helix Product Development team. As a result, the Product Development team was not able to focus on Helix’s strategy and growth. Jonathan joined to help establish the Helix Support team to bridge Engineering Support and Product Development and respond to a growing number of engineering development tickets. Over the course of three or four months, Jonathan’s team absorbed nearly 70% of the support tickets that would have otherwise been assigned to the Product Development team, which enabled them to focus on continued growth and development of the Helix solution.?

Jonathan has particularly enjoyed building the Helix Customer Support team. The shift to hiring more remote employees has been a major benefit, expanding the opportunity to a geographically diverse pool of candidates. This has allowed him to grow his team with members from across the U.S., including California, Florida, Cincinnati, New York and beyond. As the senior manager, Jonathan is committed to helping develop his team members’ career trajectories, mirroring the management style to two of his former leaders at Q2. He is always open to feedback, change and creating a positive work environment.??

Outside of work, Jonathan enjoys traveling and winter sports. During the winter months, he and his family can frequently be found snowboarding and skiing in Beaver Creek or the Keystone area of Colorado. Jonathan says he likes to “work hard in the day so I can play even harder outside of business hours.” He recently returned from a surfing trip to Jaco, Costa Rica and his future travel plans include a trip to Thailand, which also offers excellent surfing opportunities.??