Tenant Services Coordinator

About the role

Hemlane is seeking a Tenant Services Coordinator to join its fast‑growing operations team. In this role you will be the primary point of contact for landlords and tenants, guiding them through the full rental lifecycle—from routine Rental Assistant queries to pre‑eviction mediation and Eviction Shield cases. You will work closely with internal product, engineering and support teams to ensure smooth, compliant resolutions.

Key responsibilities

• Serve as the first line of communication for landlords and tenants, responding to Rental Assistant messages promptly and empathetically.
• Manage pre‑eviction mediation and Eviction Shield cases from initiation through resolution, maintaining professionalism and legal compliance.
• Navigate the Hemlane platform to guide users through Rental Assistant and Eviction Shield workflows.
• Collaborate with Support, Product, and Engineering teams to escalate and resolve system‑related issues.
• Develop and maintain clear documentation for procedures and case management.
• Identify and implement process improvements to streamline workflows and enhance the customer experience.

Required profile

• Exceptional problem‑solving ability with a focus on landlord and tenant concerns.
• Strong organizational skills and the capacity to manage multiple cases simultaneously.
• Flexibility to adapt to changing priorities while maintaining attention to detail.
• Excellent communication and interpersonal skills with a customer‑centric approach.
• Commitment to high ethical standards and compliance with multi‑state legal regulations.