Resident Experience Lead — Fast-Paced Support

Rippling, Inc.; Philippines; Remote; PHP 300,000 - 480,000; Full time

Job summary

American Ave is seeking a Resident Support Coordinator in the Philippines to own every resident interaction—from first touch to final resolution. You will handle 300+ inquiries weekly across email, text, and phone, driving cases to timely, accurate outcomes with a focus on empathy and policy alignment.

In this high-output role, you’ll collaborate with internal teams to remove blockers, escalate where needed, and maintain consistency in every reply.

Qualifications

• 1+ year of experience in property management preferred.
• Strong English fluency — clear, natural and professional.
• Exceptional communication and organization to manage many cases.
• Tech-savvy and systems-oriented; comfortable with case tools.
• Proven problem-solver who drives to resolution quickly.
• Strong ownership and accountability in a fast-paced environment.
• High emotional intelligence for challenging resident interactions.

Responsibilities

• Lead cases through full lifecycle; drive progress to final outcome.
• Provide frontline resident experience; clear, accurate, urgent responses.
• Maintain queue momentum; fast, careful, detail-oriented work.
• Handle escalations with confidence; de-escalate when needed.
• Own outcomes; escalate when needed and ensure full resolution.
• Collaborate across teams to obtain answers and remove blockers.
• Step in for calls when required; stay prepared and resolution-focused.
• Uphold quality; ensure responses are consistent and complete.

Skills

Communication

Organization

Ownership

Problem-solving

Emotional intelligence

Tools

Salesforce

Pipefy

Job description

American Ave is seeking a Resident Support Coordinator in the Philippines to own every resident interaction—from first touch to final resolution. You will handle 300+ inquiries weekly across email, text, and phone, driving cases to timely, accurate outcomes with a focus on empathy and policy alignment.

In this high-output role, you’ll collaborate with internal teams to remove blockers, escalate where needed, and maintain consistency in every reply.