About LatchelThe AI front office for property managers, run by AI and expert humans
One platform running two front-line jobs: a 24/7 maintenance engine that resolves requests before dispatch, and an AI call center that answers every call.
- Founded in 2017 by Ethan Lieber and Will Gordon
- Backed by Y Combinator, F-Prime and MetaProp
- A fully remote team, working across the US
Why does Latchel pair AI with expert humans?
Because maintenance performs best when each does what it is best at: AI for speed and consistency at any hour, expert humans for judgment when it matters.
AI answers in seconds, troubleshoots step by step and follows your rules every time. When a resident needs a person, a Latchel expert joins on a live video call with the whole conversation in front of them.
AI that knows when to hand off, and humans who never start from zero.
Who founded Latchel?
Ethan Lieber and Will Gordon, college roommates who found the maintenance problem while running Will's family property management company.
Ethan leads Latchel's product and strategy. With Will, he wrote the 14 leadership principles the company hires, trains and reviews against.
Before Latchel he ran product at One Planet Ops, a home services company, and started and sold an ecommerce business while working there full time.
Will brought the problem to Latchel. When his grandfather retired, Will took over the family property management company and saw how much of the job was maintenance.
Before that he was at Amazon, working on its 2-hour delivery service. He studied supply chain through MIT's Global SCALE Network.
How did Latchel start?
- A family businessWill inherits his grandfather's property management company and calls his old college roommate, Ethan, to help run it with better technology.
- A maintenance problemRunning it day to day, they find that maintenance is where the hours go, and where residents and owners are least happy.
- A new companyIn 2017 they turn that lesson into Latchel, to fix maintenance for every property manager. Y Combinator follows in 2019.
Who leads Latchel today?
A small leadership team across product, revenue, operations, people and engineering, all working remotely.
Jordan Caley
Product ManagerTurns what property managers and residents tell us into what Latchel builds next.
Phil Matsuhashi
VP RevenueLeads Latchel's revenue team, from a property manager's first conversation to a signed customer.
Matt Sommers
Regional Sales DirectorWorks with property management companies to find where Latchel fits their operation.
Jennifer Lye
VP OperationsRuns the operations behind Latchel's 24/7 service, including the expert humans residents reach.
Josie Gipe
Head of PeopleHires, develops and supports Latchel's remote team, guided by the leadership principles.
Ben Heller
Engineering ManagerLeads the engineers who build and run the Latchel platform.
How has Latchel grown since 2017?
From a maintenance hotline to an AI front office that answers every call a property management office gets, with more on the way.
- 2017Latchel is founded
Ethan and Will start Latchel to take maintenance off property managers' plates.
- 2018The leadership principles
Ethan and Will write the 14 principles Latchel still hires against.
- 2019Y Combinator and a seed round
Latchel joins YC's Winter 2019 batch and raises its seed round.
- 2020Resident benefits launch
Latchel launches its first resident benefits package, the start of what is now Chargeback Benefit.
- 2022A $16.7M Series A
Led by F-Prime Capital, with MetaProp, 1984 Ventures and others.
- 2023Allegion Ventures invests
A strategic investment as the platform passes 100,000 units nationwide.
- 2025Frontline 24/7 launches
AI troubleshooting that resolves requests at intake, with expert humans on live video.
- Sept 2026NewLeasing call center and AI reception
Latchel now answers every call the office gets, from leasing inquiries to owner prospects, day or night.
- Oct 2026NewAutopilot AI launches
Latchel's property management maintenance software: AI that runs maintenance coordination from intake to invoice.
- Coming soonSmart Warranty Management
Checks warranty coverage before a job is dispatched, so covered repairs go to the warranty provider.
- Coming soonAI Powered Preventative Maintenance
Schedules preventative work before a small issue becomes a resident's emergency.
- Coming soonEnhanced Bid and Estimate Analysis
Compares vendor bids and estimates, and flags the ones that look out of line.
What are Latchel's leadership principles?
Fourteen principles, adapted from Amazon's, that every Latchel employee is hired, trained and reviewed against.
Ethan and Will wrote them in 2018 so the culture would be right from the start. They still settle most decisions.
- Customer ObsessionEvery user of Latchel is a customer, and each one deserves the best experience we can give.
- Continuously ImproveYou can't get better by staying the same, so we keep learning, even when it's uncomfortable.
- Eliminate AmbiguityA good process removes ambiguity, for our team and for every resident.
- Bias for ActionWe act quickly so we can learn quickly, and prototype instead of debating.
- Deliver Results and Measure ResultsWe measure what drives future success, not vanity metrics.
- Think BigA bold vision for the future, and concrete steps toward it today.
- OwnershipWe act on behalf of the whole company. No job is beneath us.
- Challenge and CommitWe voice our reservations, then commit fully once a decision is made.
- Vocally Self CriticalWe own our mistakes so we can improve as individuals and as a team.
- Build Extraordinary TeamsWe hire for track record and growth, and everyone coaches everyone.
- Insist on the Highest Standards"Good enough" isn't good enough. We keep raising the bar.
- FrugalitySmall, smart bets prove an idea before big investments follow.
- Earn TrustNobody is entitled to trust. We earn it with results.
- Ego is the EnemyWanting to be great is different from wanting to do great things.
- Read Latchel's leadership principles The full text of all 14, with the thinking behind each.
Where has Ethan Lieber talked about Latchel?
On industry podcasts and video interviews, about maintenance, resident benefits, remote teams and building a proptech company.
27:30
Uncommon Growth with Alex BellHow Latchel raised $24M to rethink property maintenance
March 2025
48:07
Beyond Rent Podcast, Rent ManagerSoftware and AI for owner retention and operational efficiency
August 2025
8:53
IMN Single Family Rental ForumLatchel: the real estate company bringing software and support
December 2023
53:20
Tech Nest: The Proptech PodcastIncreasing revenue and response times for property managers
August 2023
27:53
The dojo.live showCustomer obsession in a multi-partner business
September 2022
41:25
Investor Financing PodcastWhy property management is broken, and how to fix maintenance
July 2022
55:37
Upskillre Podcast #107Rents, residents and effective property management
November 2020
34:26
Property Management BrainstormEstablishing a service level agreement for maintenance
March 2020
50:48
DoorGrow ShowScaling maintenance in a property management business
October 2018More episodes, audio only
- Maintenance and all things property managementProperty Management Business, April 2024
- Launching a successful resident benefits packageBeyond Rent, October 2023
- Will Gordon on early funding and Y CombinatorSmall City Startup, November 2021
- Rethinking revenue strategiesBeyond Rent, October 2020
Who backs Latchel?
Y Combinator, F-Prime Capital, MetaProp and Touchdown Ventures, alongside 1984 Ventures and strategic investor Allegion Ventures.
Touchdown Ventures
Allegion Ventures
Writing about Latchel? See the press page or email press@latchel.com.
What is it like to work at Latchel?
Fully remote, fast moving, and run on the same 14 principles from day one.
We are always looking for people who are obsessed with customers and want to build what property management runs on next.
How do I contact Latchel?
Call 833.LATCHEL (833-528-2435) or email team@latchel.com. Property managers looking for a walkthrough can book a demo.
Questions about Latchel
What does Latchel do?
Latchel is the AI front office for property managers: one platform running two front-line jobs.
- A 24/7 maintenance engine that resolves requests before dispatch.
- An AI call center that answers every call the office gets.
Its products are Frontline 24/7, Autopilot AI and Chargeback Benefit.
Who founded Latchel, and when?
Ethan Lieber (CEO) and Will Gordon (COO) founded Latchel in 2017. They were college roommates, and found the problem while running Will's family property management company.
Who invests in Latchel?
Latchel went through Y Combinator in Winter 2019. Its investors include F-Prime Capital, which led the 2022 Series A, MetaProp, Touchdown Ventures, 1984 Ventures and Allegion Ventures.
Where is Latchel based?
Latchel is a fully remote company with a team across the United States, and it serves property managers nationwide.
How do I contact Latchel?
Call 833.LATCHEL (833-528-2435) or email team@latchel.com. Property managers can book a demo, and journalists can write to press@latchel.com.
See the AI front office on your own workflows.
A 30-minute demo of the maintenance engine and the AI call center, running on your rules. No commitment.