Job Title: Operations Associate / Troubleshooter

Job Overview:

This role will support the Operations team to ensure consistent, high-quality handling of inbound communication across SMS, phone, and email channels. The Operations Associate will be responsible for performing basic troubleshooting, collecting and documenting  key information, and ensuring inquiries are properly documented and resolved. They will also perform prompted follow-up contacts to confirm resolution, identify lingering issues, and uphold a consistent customer experience.

The Operations Associates will play a key role in maintaining our service quality standards and identifying recurring issues or trends that may require broader operational fixes. They will escalate unresolved concerns to the appropriate teams and propose improvements to intake and follow-up processes. As we scale and expand our contact handling operations, this role will have strong potential for growth within the team or into related areas, such as specialized support, training, or process improvement initiatives.

Operations Associates' daily responsibilities include:

• Receive & process inbound phone calls, texts, emails, and web chats. 
• Categorize & route inbound requests to the appropriate teams.
• Handle routine operations tasks, including but not limited to scheduling, diagnostics, troubleshooting, maintenance coordination, invoice collection and upload, and technical support. 
• Provide feedback on processes, documentation, policy, and procedure improvements.

Competencies & Qualifications

• 3+ years of experience in customer service-oriented role (performed via phone, text, webchat, email)
• English proficiency
• Spanish speaking is preferred
• Comfort using support platforms (e.g., Zendesk, Freshdesk, Intercom) and/or CRM tools to manage tickets or cases
• Previous experience in Property Management industry is strongly preferred
• Proven examples: Communication is direct and to the point; ability to communicate action steps clearly; excellent problem solving; thinks quickly on feet; able to show empathy and connect with customers
• Additional requirements for Troubleshooters:
  • Strong previous experience in technical support. 
  • Previous experience supporting upset customers in urgent situations

Equipment Requirements: 

• Computer
• External monitor (strongly preferred)
• Noise-canceling headphones
• Quiet, professional work environment

Preparing for Latchel Interviews: 

Latchel uses the STAR technique in our interviews. The STAR interview method focuses on behavioral and situational interview questions. STAR stands for: situation, task, action, result.

The interviewers will ask behavioral questions to determine whether they are a good fit for the Operations team. By using the STAR strategy, your referral can be sure they’re fully addressing the question, while also demonstrating how they were able to overcome previous challenges and be successful.

Your referral should research this technique, and come to the interview prepared to answer questions with clear and concise responses using real-life examples.

Your referral should also be familiar with Latchel’s Leadership Principles.