Inspector Advocate

Description

Job Title: Inspector Advocate

Department: Operations

Reports To: Director of Client Services

Location: San Luis Obispo, CA (In-office)

ABOUT LAND GORILLA

Land Gorilla is the industry leader in construction lending risk management. We provide the technology and professional services that top-tier financial institutions rely on to protect their construction portfolios. We are a fast-paced, high-growth organization committed to setting the gold standard for transparency, efficiency, and risk mitigation. At Land Gorilla, we aren't just managing projects; we are building the future of construction finance by merging deep industry expertise with cutting-edge, agentic AI technology.

SUMMARY

The Inspector Advocate is the dedicated point of contact for inspectors already active in Land Gorilla's vendor network. The Inspector Advocate is focused on keeping existing inspectors supported, heard, and set up to succeed. This person listens to inspector grievances, tracks recurring issues, works cross-functionally to get them resolved, and proactively helps inspectors get comfortable with Land Gorilla's proprietary software. The goal is a strong, trusting relationship between inspectors and Land Gorilla that reduces churn and keeps inspectors productive.

PRIMARY DUTIES & RESPONSIBILITIES

• Serve as the primary point of contact for inspectors who have questions, concerns, or complaints
• Listen to inspector grievances with empathy and professionalism; document details accurately
• Track issues to identify patterns (e.g., recurring problems with a specific process, region, or client) and escalate systemic issues to leadership
• Own issue resolution end-to-end — coordinate with Operations, Recruiting, Client Success, or other teams as needed to get inspector issues resolved
• Follow up directly with inspectors to confirm their issue was resolved to their satisfaction, not just marked closed
• Proactively reach out to inspectors (especially newer ones) to offer walkthroughs and training on Land Gorilla's proprietary software and workflow
• Identify inspectors who seem disengaged, frustrated, or at risk of leaving the network, and intervene early
• Maintain accurate records of inspector interactions, issues, and resolutions in the company's systems
• Provide feedback to leadership on trends affecting inspector satisfaction and retention
• Help maintain a positive, professional relationship between Land Gorilla and its inspector network
• Follow all company protocols and quality/service standards

Requirements

REQUIRED QUALIFICATIONS AND SKILLS

• Experience in customer success, account management, vendor relations, or a similar relationship-focused support role
• Strong active listening skills and genuine empathy — comfortable handling complaints without getting defensive
• Excellent written and verbal communication
• Strong problem-solving skills; able to track an issue through to real resolution, not just log it
• Organized and detail-oriented, able to manage multiple open issues at once
• Patient and calm under pressure, especially when dealing with frustrated vendors
• Computer literate, comfortable teaching others how to use software (training/walkthrough experience a plus)
• Self-motivated and able to work independently while collaborating across teams

This job description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the continuous growth and success of Land Gorilla’s service offerings.

Compensation & Benefits

Rate: $24- $28/hour, full-time

Benefits:

• Health, dental, and vision insurance package
• 12 observed holidays
• Paid time off, accruing up to 160 hours (20 days) annually
• 40 hours of paid sick leave
• 2 floating holidays
• Paid family leave
• 401(k) with company matching
• Certificate reimbursement program
• Monthly health and wellness stipend
• Employee Assistance Program (EAP) for mental health, financial planning, and crisis intervention support

Employer is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.