[Hiring] Rent Operations Associate @Esusu, Inc.

Role Description

The Rent Operations Associate ensures the accuracy and consistency of labeling, categorization, and administrative tagging across our Rent‑as‑a‑Service (RaaS) workflows. The ideal candidate has exceptional attention to detail, recognizes patterns quickly, thrives in structured and repetitive processes, and communicates clearly with both customers and internal stakeholders.

Responsibilities

• Perform accurate labeling, tagging, and categorization of RaaS records, tickets, documents, credits.
• Identify, document, and escalate pattern deviations, edge cases, and quality issues (including trends in credits, cancellations) to drive continuous guideline improvements.
• Execute repetitive workflows at scale while maintaining high precision; proactively surface opportunities for automation or process optimization.
• Communicate professionally with customers (as needed) to gather missing information or clarify categorization and policy criteria; document outcomes in our systems.

Qualifications

• Demonstrated attention to detail and ability to follow complex instructions with high accuracy in repetitive tasks.
• Strong pattern recognition skills and structured problem‑solving; able to flag anomalies and propose guideline or policy updates.
• Clear, concise communication skills for both customer‑facing and cross‑functional internal interactions.
• Comfort working with playbooks, taxonomies, decision trees, and policy criteria; experience adhering to SLAs and productivity/quality metrics.

Preferred Qualifications

• Proficiency with ticketing systems (e.g., Zendesk), spreadsheets, and basic data hygiene practices; ability to work within non‑Zendesk task workflows.
• Experience in fintech, proptech, billing operations, or data operations within accuracy‑critical or audited environments.
• Familiarity with labeling tools, QA sampling, inter‑rater reliability, or ontology/taxonomy management.
• Exposure to automation concepts (e.g., macros, templates) and feedback loops with Product/Engineering.

Success Metrics

• Labeling and accuracy rate; consistency across reviewers/processors.
• SLA adherence for turnaround time and backlog management, including non‑Zendesk tasks.
• Reduction in rework, misrouted tickets, and incorrect credit/cancellation outcomes.
• Completeness and clarity of documentation and audit trails.
• Positive feedback from internal stakeholders and customers.

Work Style & Values

• Mission‑driven, low‑ego collaborator who thrives in repetitive yet high‑precision work.
• Bias to document, standardize, and improve processes.
• Comfortable giving and receiving feedback in a fast‑moving environment.

Benefits

• Remote first work environment - Where we trust you to get your work done.
• In person and virtual team get togethers - To connect with your fellow Esusu colleagues.