Operations Coordinator

Hemlane; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

Hemlane is seeking an operations team member to enhance property management support for a growing tech platform. Ideal candidates exhibit strong customer service skills, project management experience, and a passion for problem-solving to improve efficiencies in the real estate sector. Join a fast-paced environment and contribute to reimagining property management.

Qualifications

• Strong experience in customer service and leasing preferred.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and manage multiple responsibilities.

Responsibilities

• Manage and resolve support requests effectively.
• Drive operational efficiency and recommend scalable solutions.
• Document and share knowledge to improve support quality.

Skills

Customer service

Project management

Problem solving

Communication

Education

Bachelor's degree

Job description

Hemlane is looking for an operations team member to join our rapidly growing company, managing 30,000 rentals across the US. We’re looking for team members who have strong experience in customer service, leasing, project management, and/or home repairs. The position requires someone who is passionate about solving problems and helping customers be successful. Your work will directly impact the entire real estate industry and how properties are managed in the future.

We work in a fast-paced environment, with a small team of engineers, account managers, and operations specialists. If you love solving complex problems and aspire to change an industry, Hemlane is the place for you.

Responsibilities

The best candidates will:

• Manage and Resolve Support Requests - Handle landlord, tenant, and agent inquiries through Hemlane’s support system—ensuring timely, effective resolutions that consistently earn 5-star feedback.

• Become a Product Expert - Develop deep knowledge of Hemlane’s platform, especially the tools related to maintenance, leasing, and communication workflows. Confidently navigate the dashboard and assist users with best practices.
• Drive Operational Efficiency - Identify time-intensive tasks within your role and proactively recommend scalable, tech-forward solutions—whether through automation, internal tools, or process refinement.
• Engage with Third Parties - Coordinate with external vendors (e.g., agents, electricians, cleaners), ensuring accountability and high-quality service. Help expand Hemlane’s trusted network of service professionals through strategic outreach and relationship-building.
• Document and Share Knowledge - Reference and contribute to internal documentation to improve consistency in support. Log all customer interactions and workflows thoroughly to enhance future service quality.
• Collaborate Cross-Functionally - Provide feedback to product, onboarding, and sales teams on recurring customer issues, helping optimize customer training and drive clarity around how maintenance and leasing features are introduced.
• Communicate Thoughtfully - Handle inbound and outbound calls with professionalism and empathy, capturing all relevant details in our systems to close the loop on each request.
• Monitor Workflows and Team Success - Track task progress to ensure timelines and standards are met. Support adherence to team schedules and assist with identifying workflow gaps or delays.

Requirements

The best candidates will embody Hemlane’s three core values:

Glass Walls, Open Doors

• Exceptional communicator: You're proactive, articulate, and thrive on delivering top-notch customer experiences—especially over the phone.
• Team-first mindset: You over-communicate to ensure alignment, share the right message at the right time, and keep nothing from falling through the cracks.
• Organized and process-driven: You keep immaculate records and excel at following and improving workflows.
• Strong written communication: Your writing is professional, clear, and free of grammatical errors.
• Self-starter: You take initiative and pursue meaningful opportunities without waiting to be asked.
• Coachable: You seek guidance when needed and are always open to feedback and growth.
• Sound judgment: You can work independently and make smart decisions on your own.

Get Sh*t Done

• Project management skills: You plan ahead, think in systems, and improve processes to move faster.
• Strong work ethic: You thrive in a fast-paced, dynamic environment with competing priorities.
• Tech-savvy: You pick up new tools quickly and have experience with modern software.
• Adaptable multitasker: You can juggle multiple tasks and pivot as priorities shift.

Be Your Own CEO

• Customer-focused problem solver: You understand underlying customer needs and guide them toward the best outcomes.
• Analytical thinker: You troubleshoot and resolve issues with minimal guidance.
• Prioritization expert: You know how to structure your day for maximum impact and minimal delays.
• High achiever: You’ve consistently ranked as a top performer in past roles.
• Positive energy: You bring enthusiasm and passion to your team, customers, and every challenge.

Preferred: Bachelor’s degree.

Nice to have: Experience in leasing or property management—or a willingness to learn the industry.

About Us

Hemlane is a fast-growing real estate tech platform with $12M+ in funding. Property management is a $52B industry that has not changed in over 100 years. Hemlane is the future of long-term rentals. Think Airbnb—but for annual leases—and backed by real humans plus powerful software, working together to take the hassle out of property management. We’re reimagining how landlords and tenants connect, and we’re doing it with speed, intelligence, and heart.