Latchel

Operations

• 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

Operations Associate / Troubleshooter

Customer Success Manager

• Customer Success at Latchel owns the post-sales customer journey. Customer Success Managers discover their customers' business goals, learn their operations, and chart a path to achievement, providing guidance, support, and good cheer along the way.
• The Fun Part: Property management companies come in different shapes, sizes, and flavors. There is no standard process property managers use to address maintenance. Each property management company leverages Latchel differently to achieve business goals.
• Once identified, we can assess the pain points that Latchel is best designed to address.
• As a Customer Success Manager, you’ll identify and articulate a path to success for each of your customers. You’ll help them identify milestones in leveraging Latchel’s platform and risks to achieving their goals.
• You’ll strategize how to mitigate those risks as you meet with key decision-makers within your client companies.
• Latchel is not a silver bullet that will solve all maintenance problems. It will take hard work to address unproductive habits and processes in customer maintenance operations.
• Fortunately, the Customer Success Manager is an expert in operational processes and can help customers identify areas to focus their efforts on and improve.
• The key is solution-oriented coaching and training. This requires a customer advocate to help drive improvements to the product and the outcomes it facilitates and delivers to customers.
• Key Responsibilities Your number one goal is to build trust and relationships quickly. Clients know they have an ally that always has their back and is looking out for their best interests. You are the voice of the customer. You surface client feedback to our Product & Support teams to ensure our focus is always on improving the client experience. Through active listening (not solutioning), you understand your clients' needs and, when necessary, can effectively delegate to the appropriate teams that are best suited to achieve these outcomes, while following up and following through with your clients. You continue to build trust with clients through proactive outreach.