Our Industry
There are 20 million single family residences (SFRs) in the United States, more than 19 million of which are owned by 15.5 million “very small investors,” individuals or families who own one or two units. For these rental property owners, there is little in the way of data or technology to help them understand the market rental rates for their property, find and market to the highest quality prospective tenants, and manage the ongoing maintenance of their rental units with minimal headache. Pain points like these are why more than a third of all SFR owners turn to property managers for help.
Full-service property management for SFRs is a hyper-local and highly fragmented business. And just like the owners, property managers have little in the way of data, tools, and automated processes to enable them to scale and work smartly. Further, there is a misalignment of incentives between traditional property managers and the owners they represent – managers can promise a high rental rate to win the business, but do so without consequence if they secure a lower rate. They pitch fast leasing timeframes but have no skin in the game when vacancies stretch from weeks to months. Missteps on both of these fronts come at a high cost; they often are the difference between a homeowner making or losing money on their rental property each year.
Our Company
Doorstead is here to address these pain points and more which have long been considered “unfixable” by property owners. Doorstead is a full-service, technology-operations driven property manager that supports the two-sided marketplace of owners and tenants. For owners, we eliminate uncertainty by leveraging an upfront pricing model to set list price based on real-time, localized supply and demand. We invested early in building local data sets and machine learning models, leveraging hundreds of variables for a given home to predict market-clearing rents that minimize vacancy,maximize owner cash flow, and align incentives of the owner and property manager.
In 5 years of operations, we’ve booked $60M+ gross rents, indexed rental prices for over 10M properties, and raised ~$38M from the investors who backed Redfin with participation from executives at Opendoor and Uber. Without that winning team, we would not be where we are today.
The Role
The Ops Coordinator will provide exceptional support to both external customers and internal team members. This position serves as a critical communication hub, managing inquiries across multiple channels while maintaining our high service standards. Successful candidates will demonstrate exceptional organizational skills, with the ability to manage multiple priorities in a fast-paced property management environment. Compensation is offered at a competitive starting wage ranging from $4.00 to $5.00 USD per hour, commensurate with qualifications and prior experience.
Responsibilities
- Manage daily operations including ticket and email triaging, inbound and outbound calls, cross-team collaboration, and internal ticketing systems
- Implement processes, playbooks, and workflows
- Proactively identify bottlenecks, suggest process improvements, and assist in their implementation
- Utilize data to resolve high-level customer inquiries and improve overall efficiency
- Handle cross-team requests and facilitate smooth interdepartmental communication
- Maintain accurate records of job assignments and team communications
Requirements
- Minimum of 1-3 years of operations experience in the Customer Service industry
- Strong analytical skills and ability to execute projects effectively
- Growth mindset and a passion for continuous improvement
- Quick learner with the ability to adapt to a fast-paced, rapidly changing environment
- Impeccable organization, high attention to detail, and time management skills
- Ability to think critically and contribute to the development of scalable processes
- Positive attitude, commitment to delivering on commitments, and enjoys working in a close-knit team
- Strong desire to take ownership, build long-term relationships, and contribute to building a national brand
- Excellent communication and customer service skills, including proficiency in phone calls, email management, and cross-team collaboration
- Basic technical troubleshooting skills
- Ability to work in a fast-paced property management environment with multiple personality types
- English fluency
Our Values
- An owner mentality with high empathy and customer obsession
- An athlete mindset focused on deliberate practice and building momentum
- A lifelong learner who has an internal compass and believes in radical candor
- A member of a troupe that believes we’re better together and it is important to be on time, every time
- A pioneer who fearlessly breaks through challenges and believes in working hard, smart, and being disciplined.
Benefits
- Flexibility: We believe in a flexible work-life balance and offer the option to work remotely from anywhere with an internet connection.
- Wellness Leave: International Coordinators will earn eight (8) hours of bonus pay per calendar month to support their ability to take time off for well-being purposes, family-related reasons, sick leave, etc. This wellness bonus will be distributed as four (4) hours of pay included in each of their bi-monthly paychecks, totaling eight (8) hours of bonus pay each calendar month.
- New Parent Leave: As part of Doorstead's commitment to supporting family formation, we offer ten (10) days of New Parent Bonus for new parent leave. This leave is available to contractors who become parents through adoption or childbirth, providing them with the necessary time off.