Operations Associate

Hemlane is looking for a operations team members to to join our rapidly growing Silicon Valley property management startup. Our platform changes the way rental properties are managed. We provide rental owners with a flexible solution to manage their properties from anywhere in the world by using our SaaS and a marketplace of real estate agents.

Our Nicaraguan team member will work along side our US and Canada team members in our remote first environment where you'll get generous compensation and equal access to increase promotion and management titles within our team.

Must be 8/10 for english skills in conversational and written.

We’re looking for team members who have strong experience in customer service, leasing, project management, and home repairs. Bonus if you have US market experience. The position requires someone who is passionate about solving problems and helping customers be successful. Your work will directly impact the entire real estate industry and how properties are managed in the future.

We work in a fast paced environment, with a small team of engineers, account managers, and operations specialists. If you love solving complex problems and aspire to change an industry, Hemlane is the place for you.

Responsibilities - All jobs require:

• Manage a customer support, leasing, eviction and repair requests effecitvley
• Solve landlord and tenant repair requests with 5 star reviews from both sides
• Understand and recommend ways to scale by automating your most time intensive tasks
• Become an expert at navigating our maintenance features and dashboard
• Track service professionals (electricians, plumbers, etc.) and find ways to build our service professional network
• Reference and create documentation to better service future requests
• Provide feedback on how sales and support can better onboard customers on how maintenance works
• Take inbound and outbound calls, logging everything from the call
• Monitor team member start/end times and adherence to schedule
• Monitor workflow to ensure tasks are being successfully completed as outlined

Requirements

The best candidates will:

• Be an innate leader: You naturally help the team to improve and are seen as
• Have excellent task management skills: You will have a list of things to do each day and therefore need to enjoy going through and bringing this “inbox” down to zero.
• Excel at customer problem solving: When you interact with a customer, you can quickly uncover their true objectives and help them chart a path to solving the repair request. You can teach others to do this too.
• Be comfortable in software: You should have experience with software and be able to quickly pick up new tools and features with little guidance.
• Enjoy phone conversations: You like picking up the phone to get to results faster.
• Understand typical home repairs: You will be helping to troubleshoot standard home repair requests and therefore it’s important to have knowledge in handiwork, plumbing, electrical, and other repair departments.
• Be collaborative: We will be looking to build a larger team, and therefore collaboration is key.
• Be organized: You are accustomed to writing everything down (process flow) in an easy to understand manner to make sure you can help build an entire support team.
• Strong communication and interpersonal skills: You go “over the top” for any customer.
• Great work ethic: You are able to work in a fast-paced, changing environment
• Have a college degree: BS/BA degree preferred.
• Have experience in repair coordination: 3 to 6 years of experience.