Resident Success Manager

At HomeCrew, we believe people deserve nice rooms for rent in nice areas — and an experience that feels welcoming, thoughtful, and professional from the very beginning.
We are not just helping people find housing. We are creating a resident experience that makes people feel supported, cared for, and confident they made the right choice.
We’re looking for a warm, proactive, highly organized Resident Experience Coordinator to become the welcoming voice of our company. If you love talking with people, creating positive experiences, following through consistently, and making others feel genuinely cared for, this could be a great fit.

About the Role
As our Resident Experience Coordinator, you will be a key point of contact for residents throughout their journey with HomeCrew. You will proactively reach out to residents at important moments — from their initial inquiry to move-in, post-move-in follow-up, quarterly check-ins, and move-out. Your job is to make sure residents feel welcomed, heard, and supported while helping us maintain a high-quality resident experience. This is not just an administrative role. This role directly impacts resident satisfaction, move-in experience, retention, referrals, and the reputation of our brand.

What You’ll Do
• Call new resident inquiries promptly and warmly
• Call residents on the day of move-in
• Call residents the day after move-in
• Call residents a few days after move-in
• Call residents one week after move-in
• Conduct quarterly check-in calls with current residents
• Call residents during the move-out process
• Ask satisfied residents for referrals
• Gather feedback about onboarding, move-in, and overall satisfaction
• Document all conversations clearly and accurately in our systems
• Escalate concerns or issues quickly to the appropriate team member
• Identify recurring feedback or friction points to help improve the resident experience

What Success Looks Like
• Residents feel welcomed, supported, and cared for
• Onboarding and move-in process scores stay high
• Resident satisfaction remains strong
• Follow-up calls are completed consistently and on time
• Issues are identified early before they become larger problems
• Referrals increase from current and outgoing residents
• Communication is clear, professional, and well documented

What We’re Looking For
• Extremely friendly, warm, and professional
• Excellent spoken and written English
• Strong phone presence with the ability to build trust quickly
• Highly organized and detail-oriented
• Reliable and consistent with follow-through
• Calm, empathetic, and a good listener
• Comfortable asking for feedback and referrals
• Tech-savvy and able to keep accurate notes in a CRM or communication system
• Proactive and able to spot problems early
• Committed to high standards, not just checking boxes

Preferred Experience
• Customer service
• Client success
• Hospitality
• Property management
• Tenant communication
• Leasing support
• Virtual assistant or remote support roles

Experience in resident-facing or customer-facing roles is a strong plus.
This Role Is Probably Not a Fit If You
• Dislike talking on the phone
• Sound low-energy, robotic, or disengaged
• Need to be reminded repeatedly to follow up
• Struggle to stay organized
• Do not enjoy building relationships with people
• Prefer task completion over creating a high-quality experience
• See this as “just a VA job” rather than a role that directly impacts reputation, retention, and referrals

Why Join HomeCrew
• Your work will have a direct impact on the resident experience
• You’ll help people feel at home during an important life transition
• You’ll be part of a growing company with clear standards and real purpose
• You’ll have meaningful ownership, not just random tasks
• You’ll help shape the voice and experience of our brand

How to Apply
Please submit the following:
1. Your resume
2. A short written note sharing why you’re a strong fit for this role
3. A 2–3 minute voice recording answering these three questions:
• Why are you a great fit for a resident-facing, phone-based role?
• How do you make people feel comfortable and cared for quickly?
• How would you ask a happy resident for a referral in a natural, professional way?

Please include the phrase: “People remember how you make them feel” somewhere in your application so we know you read the full post.

We’re looking for someone who genuinely cares about people, communicates with warmth, and takes pride in delivering an exceptional experience.

If that sounds like you, we’d love to hear from you.