Resident Experience Lead: Case Resolution

SFR3 Fund; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

American Ave is seeking a seasoned Resident Support Coordinator to own the resident experience, driving cases from first touch to final resolution. You will lead fast-paced, high-volume support across email, text, and phone, solving problems and removing friction to keep residents informed and satisfied.

You will partner with internal teams to unblock issues, escalate when needed, and ensure every interaction is accurate, timely, and aligned with policy.

Qualifications

• 1+ year of experience in property management preferred.
• Strong English fluency, both verbal and written.
• Excellent 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.

Responsibilities

• Manage 300+ resident inquiries weekly across email, text, and phone.
• Lead cases through full lifecycle to final resolution.
• Provide clear, accurate, and solution-focused communications.
• Escalate and unblock issues when needed per policy.
• Collaborate with internal teams to remove blockers and ensure progress.
• Own outcomes and drive cases to full resolution without misses.
• Occasionally join calls to support resolution.
• Maintain consistency and quality across all responses.

Skills

Property management experience

Strong English communication

Organizational skills

Problem-solving

Ownership and accountability

Emotional intelligence

Tools

Salesforce

Pipefy

Job description

American Ave is seeking a seasoned Resident Support Coordinator to own the resident experience, driving cases from first touch to final resolution. You will lead fast-paced, high-volume support across email, text, and phone, solving problems and removing friction to keep residents informed and satisfied.

You will partner with internal teams to unblock issues, escalate when needed, and ensure every interaction is accurate, timely, and aligned with policy.