About the role
What we do and why we do it As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to make real estate investing radically accessible, cost effective, and simple. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it. How it’s going (and growing) With a talented team of 600+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in California, Texas, and New York as well as many remote opportunities. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors).
About
the role: As a Field Dispatcher at Mynd, you will serve as the project coordinator for all scheduling of our on-the-ground resources: In-House Technicians and Portfolio Associates. You will coordinate all aspects of our property management, including inspections and repairs, and ensure all stakeholders are kept abreast of completion timelines. We will empower you to be the mastermind behind our ground game by training you on our proprietary software and teaching you the ins and outs of the property management and repairs and maintenance business. Most importantly, you will bring a strong sense of problem-solving and an infectious enthusiasm as we strive to maximize our client’s investments and provide our residents with homes they love!
Responsibilities: Manage the end-to-end lifecycle of work orders, home inspections, and property management tasks; coordinate with residents and In-House Technicians, verify completion, and submit for approval. Provide excellent support at all times to our In-House Technicians, proactively provide necessary context, stay available to work through any challenges our team encounters, and follow up on any failed trips. Manage all electronic record keeping as it relates to field activities, including internal communication, resident damages, and any other needed information. Metrics ownership and weekly performance reporting: track and present SLA adherence rates, AI escalation volume, inspection completion rates, failed-trip rates, and extension utilization trends to identify issues before KPIs are missed. Serve as the primary owner of all escalated service requests, including duplicate inspections, edge-case scenarios, units requiring special handling, and any situation our agent has routed for human review, and resolve within SLA with complete documentation. Proactively communicate with internal stakeholders: surface at-risk field activities, approaching hard-stop deadlines, and portfolio-level trends before being asked, and provide updates that are complete enough to eliminate unnecessary back-and-forth. Partner cross-functionally with Property Management, Maintenance, and Operations to prioritize work, surface capacity constraints, and align on resolutions; bring data and context to every conversation and follow through on commitments. Contribute to continuous improvement: document new exception types and resolution paths and recommend AI workflow refinements based on observed failure patterns.
