[Hiring] Resident Success Coordinator @SFR3 Fund

Role Description

As a Resident Support Coordinator, you are the frontline of the resident experience - owning every interaction and driving cases from first touch through final resolution. You don’t just respond to inquiries, you take action to solve problems, remove friction, and move situations forward.

• You manage a high volume of resident cases across email, text, and phone - handling everything from lease questions and billing disputes to maintenance concerns.
• You work with urgency, clarity, and strong judgment to ensure every resident receives accurate, timely, and solution-focused support.
• You operate at a fast pace and stay in control - prioritizing effectively, managing multiple cases at once, and keeping work moving without sacrificing quality.
• Collaboration is key - you partner with internal teams to get answers, unblock issues, and ensure nothing stalls.
• In a typical week, you will review, analyze, and resolve 300+ resident inquiries.
• This is a high-output, high-accountability role - you are expected to maintain speed, precision, and consistency in every interaction.
• If you thrive in a fast-moving environment, take ownership of outcomes, and are driven to deliver an exceptional resident experience every time, this role is built for you.

Key Responsibilities

• You lead your cases through the full lifecycle — not just responding, but actively driving progress to a clear and final outcome.
• You are the frontline of an exceptional resident experience — every interaction is clear, accurate, and moves the situation forward with urgency, care, and a solutions-focused tone.
• You maintain momentum in the queue by consistently working cases with speed, strong judgment, and attention to detail.
• You handle resident concerns, including escalations, with confidence — de-escalating when needed and aligning solutions to policy.
• You own outcomes — escalating when needed and driving every case through to full resolution without anything slipping through the cracks.
• You collaborate across teams to get answers, remove blockers, and ensure nothing stalls.
• You step in for calls when required — showing up prepared and focused on resolution.
• You uphold quality across every case — ensuring responses are consistent, complete, and correct.

Qualifications

• 1+ year of experience in property management preferred.
• Strong English fluency — verbal and written communication should be clear, natural, and professional at all times.
• Exceptional communication and organization skills, with the ability to manage multiple cases, priorities, and follow-ups without losing momentum.
• Tech-savvy and systems-oriented — comfortable navigating tools like Salesforce, Pipefy, or similar case management platforms.
• Proven problem-solver — able to assess situations quickly, apply sound judgment, and drive toward resolution.
• High level of ownership and accountability — self-motivated, reliable, and able to operate effectively in a fast-paced, constantly evolving environment.
• Strong emotional intelligence — able to navigate challenging resident interactions with professionalism, patience, and control.