Operations Specialist

PLP Group; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Esusu Identity Services is seeking a versatile Operations Specialist to scale onboarding, account management, and verification workflows within a fast-growing fintech unit.

You will own client onboarding, drive time-to-value, maintain SOPs, and partner with Product and Engineering to improve automations, while delivering clear communication and rigorous operational standards.

Qualifications

• Relevant years of operational experience.
• Strong written and verbal communication skills.
• Proficiency in Excel or Google Sheets to track KPIs.
• Experience with no-code or automation platforms (Zapier, Airtable, Salesforce, or Zendesk).
• Proven ability to manage external client relationships while collaborating with internal stakeholders.
• Experience defining, documenting, and maintaining SOPs or knowledge base content.
• Operational rigor; comfortable handling detailed tasks.
• Curiosity and willingness to challenge assumptions.
• Comfort in a fast-moving startup environment.
• Ownership, accountability, and impact-focused mindset.
• Experience in fintech, proptech, identity, verification, or fraud-related products.
• Basic SQL proficiency.

Responsibilities

• Lead end-to-end client onboarding and implementation.
• Monitor account health and identify growth opportunities.
• Manage escalations with clear communication and urgency.
• Build and optimize knowledge bases and SOPs.
• Synthesize customer feedback to inform Product/Engineering.
• Support new feature launches and cross-functional collaboration.

Skills

Operational experience

Communication skills

Excel/Sheets proficiency

No-code automation

Client relationship mgmt

SOPs/knowledge base

Operational rigor

Curiosity/continuous learning

Startup experience

Fintech/Proptech/Identity experience

SQL proficiency

Tools

Zapier

Airtable

Salesforce

Zendesk

Excel

Google Sheets

Job description

Esusu: Building Credit Access for All Your financial future shouldn't depend on your race, background, or zip code. Yet 45 million Americans remain "credit invisible," while countless others face denials, evictions, and predatory interest rates regularly. Esusu is changing that. As a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike. Our impact speaks volumes: $50 billion in credit activity facilitated 5 million+ rental units in our network Trusted partnerships with leading real estate companies, government entities, fintechs, banks, and employers Through our enterprise services, embedded products, and consumer offerings, we're creating a financial system that works for everyone - right when fintech innovation matters most. Join us in building a future where financial systems are inclusive by design, access is standard, and opportunity reaches everyone. Unlock Tomorrow with Esusu.

Identity Services (EIS)

Fraud is a persistent and growing problem in multifamily housing. Over 90% of property managers encounter fraud every year, and fraudulent applications contribute to roughly half of all evictions, creating significant financial losses and operational strain. Esusu Identity Services (EIS) provides income and identity verification software that helps property managers identify fraudulent rental applications before they become costly evictions, unpaid rent, or operational headaches. Our products reduce manual review and enable leasing teams to make confident, consistent decisions. Today, EIS focuses on income, ID and SSN verification. Our goal is to rapidly expand into a more holistic renter underwriting platform - one that makes leasing more fraud-resistant, more accurate, and meaningfully easier for property management teams. This will require expanding our feature set, deepening integrations, and balancing fraud prevention with a seamless applicant experience. Formerly known as Celeri, EIS was acquired by Esusu in January 2025 and operates as a fast-moving, entrepreneurial team within the broader organization.

The Challenge

We’re looking for a versatile Operations Specialist to join Esusu Identity Services, where you’ll play a key role in scaling our operations and driving impact across our fast-growing business unit. This role is an opportunity to work on the most important operational initiatives across a multitude of domain areas. EIS operates like a startup within Esusu - we move quickly, prioritize judgment over process, and focus on outcomes over perfection. You will be expected to independently drive clarity, make tradeoffs, and push work forward in an environment with incomplete information. You will report to the EIS Head of Operations (previously Co-Founder/COO of Celeri) and work closely with engineering, leadership, customers, and external partners to shape the future of the product.

What will you help deliver

• Client Onboarding & Implementation Lead
  • Client Onboardings: Manage the end-to-end setup process for new property management clients, including data configuration, platform integration, and user provisioning.
  • Facilitate Client Training: Conduct tailored training sessions for on-site leasing staff and regional managers to ensure full product adoption and proficiency.
  • Drive Time-to-Value: Proactively identify roadblocks in the setup process (e.g., delays in data delivery or technical configuration) and coordinate with the client and internal engineering to resolve them.
• Strategic Account Management & Retention
  • Monitor Account Health: Use usage data and support ticket volume to identify clients at risk of churn or those under-utilizing specific features; proactively reach out to offer "health checks."
  • Identify Growth Opportunities: Pinpoint properties or portfolios where the client could expand usage (e.g., cross-selling a new module or enabling a feature the client currently ignores) and collaborate with Sales to execute the expansion.
  • Manage Escalations: Act as the primary point of contact for complex service requests, ensuring that high-priority issues are resolved with urgency and clear communication.
• Human-in-the-Loop (HITL) Verification & Escalations
  • Strategize Escalation Workflows: Collaborate with the team that hands the daily queue of flagged verifications, prioritizing urgent or high-risk cases to ensure company expectations.
  • Ensure Verification Accuracy: Serve as a critical layer of quality control for documents, maintaining the high-accuracy standards that differentiate EIS
  • Drive Process Optimization: Act as a feedback loop for our verification models, identifying patterns in "held" documents and providing the qualitative data necessary to improve future automation rates.
  • Maintain Policy Consistency: Own the documentation of verification rubrics and edge-case policies, ensuring that the operations team applies consistent decision-making logic to complex applicant files.
• Operational Enablement & Process Scaling
  • Build the Knowledge Base: Develop and maintain internal and external documentation, such troubleshooting guides and FAQs, to deflect common support tickets.
  • Optimize Operational Workflows: Audit current internal support and ops processes to find inefficiencies, then build "no-code" or automated solutions to streamline them.
  • Resource Management: Act as the "internal scout" - when a new, unexpected technical or operational problem arises, take ownership of the discovery phase to determine if it requires engineering, support, or a policy change.
• Product Loop & Cross-Functional Liaison
  • Synthesize Customer Voice: Aggregate feedback from support interactions and QBRs to provide structured, data-backed insights to the Product and Engineering teams regarding feature requests and common pain points.
  • Support New Feature Launches: Serve as the "beta launch" tester for new product capabilities, managing the communication plan to clients and training internal support staff before a full rollout as needed.

Qualifications

• Relevant years of operational experience.
• Strong written and verbal communication skills.
• Intermediate to advanced proficiency in Excel or Google Sheets (e.g., VLOOKUPs, Pivot Tables) to track KPIs and synthesize performance data
• Comfort learning and leveraging 'no-code' or automation platforms (e.g., Zapier, Airtable, Salesforce, or Zendesk) to streamline and improve workflows
• Proven ability to manage external client relationships while simultaneously collaborating with internal, technical, and non-technical stakeholders.
• Demonstrated experience in defining, documenting, and maintaining Standard Operating Procedures (SOPs) or knowledge base content.
• Possess intense operational rigor; you are comfortable rolling up your sleeves to tackle messy, detailed, or manual tasks when necessary to get the job done right.
• Deeply curious and a lifelong learner; you naturally ask "why" to uncover the root cause of problems, rather than just treating the symptoms.
• Comfortable operating in a fast-moving, startup-within-a-startup environment.
• Motivated by ownership, accountability, and impact rather than rigid process or narrow scope.
• Strong judgment and the ability to make decisions with imperfect or incomplete information.
• Opinionated and thoughtful, with a willingness to challenge assumptions in pursuit of better outcomes.
• Pragmatic about quality - you know when "good enough" is sufficient and when precision matters.
• Above and Beyond Prior startup or early-stage company experience.
• Experience in fintech, proptech, identity, verification, or fraud-related products.
• Basic SQL proficiency.

Why This Role Matters

This isn’t just a task-based role—it’s an opportunity to take the reins. As a core member of our team, you’ll own your initiatives from end to end, influence our strategic roadmap, and directly shape the future of Esusu Identity Services operations in real time.

Competitive Benefits That Support You