Landing

Operations

• Own market success by ensuring all units meet move-in standards before a member’s arrival.
• Take the lead on resolving customer escalations with professionalism, creativity, and a commitment to delivering exceptional service.
• Maintain key relationships with property partners, hosts, and back-ops teams to ensure seamless operations.
• Manage and resolve support tickets and maintenance requests.
• Monitor and improve key performance metrics, such as Net Promoter Score (NPS), customer satisfaction (CSAT), cleaning quality, and check-in scores.

Operations Coordinator

• Guide Remote Ops Coordinators as they manage day-to-day operations in their markets.
• Keep units move-in ready—ensure every home meets quality standards before a member arrives.
• Handle escalations with care—step in when complex or urgent issues arise, focusing on fast, thoughtful solutions.
• Work closely with hosts, maintenance, and support teams to resolve issues and improve processes.
• Track and help improve key metrics like NPS, CSAT, cleaning quality, call abandon rate and check-in scores.
• Assist during busy periods, manage member calls, and make sure support lines are covered.
• Provide live feedback, review calls, and help your team grow their skills and confidence.
• Train and onboard new Remote Ops Coordinators as needed, setting them up for success.
• Assign tickets, reservations, and last-minute requests so nothing slips through the cracks.
• Take ownership of special projects, closed-market operations, and process refinements.

Ops Team Lead

Backend Engineer

• Design and develop microservices for processing millions of web data points daily
• Optimize and maintain data pipelines that transform raw scraped content into actionable business intelligence
• Maintain and improve our distributed job processing system handling thousands of concurrent tasks
• Write clean, testable TypeScript code for new features and bug fixes
• Optimize database queries and data processing algorithms for performance
• Plan and implement new web scraping strategies and data extraction patterns
• Debug and resolve issues in existing microservices
• Collaborate with the team on system design and code reviews
• Monitor and improve system performance using observability tools

Operations Coordinator

Ops Team Lead

Senior Backend Engineer