Tenant Referencing Case Manager / Customer Support & Data Entry (Remote, PropTech)

Laddr is a UK-based, AI-powered tenant referencing platform used by landlords, letting agents, and property management companies. We help landlords verify tenants quickly and accurately, replacing slow, manual, paper-based referencing. We're looking for a detail-oriented Case Processor to join our operations team. The role has two stages. Stage 1 (from day one): Coordination & Communication You'll manage a caseload of live tenant reference applications end to end: chasing tenants, landlords, and employers for missing documents via email and WhatsApp using our templates, logging case status and notes accurately in our tracker (Google Sheets), and responding to routine queries. If anything looks unusual or unclear, you flag it to us rather than guessing. Stage 2 (after onboarding, once you know the process): Referencing Casework Once you're comfortable with our tools and process, you'll move onto working through our referencing checklist: reviewing identity verification results, reading AML/sanctions screening and credit report outputs, confirming Right to Rent status, and applying documented pass/fail/escalate rules to reach a recommendation. Training is hands-on and thorough, and any case that needs judgment beyond the rules gets escalated to us, you're never expected to make a call outside what's been covered. This is closer to KYC/AML or claims-processing work than generic data entry or customer support, so experience in one of those areas is a strong plus, though not required if you're comfortable with detailed procedures and happy to ask rather than guess. How we work: Full training is provided for everything above. We communicate primarily over email and WhatsApp, expect daily updates on active cases, and want at least 4 hours of overlap with UK working hours (9am-6pm UK time) so we can answer questions in real time. We're a small, fast-moving team (2 founders plus one engineer), so clear written communication and proactively flagging blockers matters more here than in a larger company. You'll be handling sensitive personal and financial data (ID documents, bank statements, credit reports), so discretion, accuracy, and a willingness to sign an NDA and data processing agreement before starting are essential.