Customer Success Manager
Agent
Operations Associate / Troubleshooter
Latchel
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Support the Operations team to ensure consistent, high-quality handling of inbound communication across SMS, phone, and email channels
- Perform basic troubleshooting, collect and document key information, and ensure inquiries are properly documented and resolved
- Perform prompted follow-up contacts to confirm resolution, identify lingering issues, and uphold a consistent customer experience
- Maintain service quality standards and identify recurring issues or trends that may require broader operational fixes
- Escalate unresolved concerns to the appropriate teams and propose improvements to intake and follow-up processes
- Receive & process inbound phone calls, texts, emails, and web chats
- Categorize & route inbound requests to the appropriate teams
- Handle routine operations tasks including scheduling, diagnostics, troubleshooting, maintenance coordination, invoice collection and upload, and technical support
- Provide feedback on processes, documentation, policy, and procedure improvements
- Opportunity for growth into specialized support, training, or process improvement initiatives as operations scale
Requirements
- 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
