Resident Support Coordinator

Arboreal Management; Manila; Hybrid; PHP 335,000 - 558,000; Full time

Job summary

Arboreal Management is seeking an entry-level Hybrid Resident, Leasing & Short-Term Rental Guest Support professional in Metro Manila. The role handles resident and guest inquiries via phone, email, and chat, ensuring timely responses and proper escalation.

Training covers Maynard Voice, Maynard CRM, and leasing workflows to build a clear career path. As schedules include weekends on a rotating basis, you will learn cross-functional processes and collaborate with US-based and remote teammates to

Qualifications

• Previous customer service, hospitality, sales, leasing, property management, short-term rental, or call center experience is preferred but not required.
• Available to work a flexible 40-hour schedule, including weekends as part of a rotating schedule.
• Excellent written and verbal English communication skills.
• Strong organizational skills and excellent attention to detail.
• Professional, collaborative, and customer-focused attitude.
• Ability to manage multiple conversations and priorities in a fast-paced environment.
• Ability to work independently while following established processes and escalation procedures.
• High level of integrity, professionalism, reliability, and accountability.
• Comfortable learning new software, CRM, ticketing, leasing, and booking platforms.
• Basic computer proficiency and a stable remote-work setup.

Responsibilities

• Answer and manage incoming resident, leasing, and short-term rental guest calls using Maynard Voice.
• Respond to resident, prospect, and guest emails, text messages, and other communications in a timely and professional manner.
• Resolve routine inquiries whenever possible and elevate complex, urgent, or account-specific concerns appropriately.
• Assist residents with routine questions regarding their homes, accounts, community information, and property procedures.
• Receive, document, and route maintenance requests, ensuring urgent concerns are escalated according to protocol.
• Provide clear updates, confirm next steps, and support timely follow-up between residents and internal teams.
• Answer incoming leasing calls and respond to prospective renter inquiries.
• Provide approved information about property availability, unit features, rental criteria, application steps, tours, and move-in processes.
• Capture accurate prospect information, document lead activity, and route qualified or property-specific inquiries to the appropriate Leasing Specialist or Property Manager.
• Support tour scheduling and leasing follow-up when assigned, using approved scripts, information, and workflows.
• Respond to short-term rental guest inquiries before, during, and after a stay through approved communication channels.
• Assist with availability, property information, booking questions, reservation details, check-in and check-out guidance, and general stay-related concerns.
• Provide approved information and elevate pricing exceptions, reservation changes, refunds, safety concerns, maintenance emergencies, and other matters requiring authorization.
• Document guest interactions clearly and coordinate with short-term rental operations, housekeeping, maintenance, and property teams for prompt resolution.
• Create and manage support tickets in Tiktik and document all interactions accurately in Maynard CRM.
• Route requests to the appropriate Property Manager, Leasing Specialist, Resident Support Specialist, Maintenance team, short-term rental operations team, or other internal department.
• Follow established workflows, response standards, and service expectations to provide a consistent customer experience.
• Work closely with US-based and remote team members in a collaborative environment.

Skills

Customer service

English communication

Organizational skills

Multitasking

Independent worker

Remote work setup

CRM software

Learning ability

Tools

Maynard Voice

Maynard CRM

Tiktik

Job description

Job Description:

Hybrid Resident, Leasing & Short-Term Rental Guest Support

Position Summary

The Resident Support Coordinator (RSC) serves as a first point of contact for residents, prospective renters, and short-term rental guests. This hybrid role delivers a professional, responsive, and positive customer experience across phone, email, text, and other communication channels.

The RSC manages incoming resident support requests, answers leasing calls and general availability questions, and assists short-term rental guests with property, reservation, booking, and stay-related inquiries. The coordinator resolves routine questions whenever possible, documents every interaction accurately, and routes matters requiring specialized support to the appropriate team for timely resolution.

This is an entry-level position with a defined career path. Training will be provided on company systems, workflows, leasing support, resident support, and short-term rental guest service. As team members gain experience and demonstrate strong performance, they may receive additional cross-training and opportunities to advance into Resident Support Specialist, Leasing Specialist, or other operations roles.

Requirements

• Previous customer service, hospitality, sales, leasing, property management, short-term rental, or call center experience is preferred but not required
• Available to work a flexible 40-hour schedule, including weekends as part of a rotating schedule
• Excellent written and verbal English communication skills
• Strong organizational skills and excellent attention to detail
• Professional, collaborative, and customer-focused attitude
• Ability to manage multiple conversations and priorities in a fast-paced environment
• Ability to work independently while following established processes and escalation procedures
• High level of integrity, professionalism, reliability, and accountability
• Comfortable learning new software, CRM, ticketing, leasing, and booking platforms
• Basic computer proficiency and a stable remote-work setup

Responsibilities

• Answer and manage incoming resident, leasing, and short-term rental guest calls using Maynard Voice
• Respond to resident, prospect, and guest emails, text messages, and other communications in a timely and professional manner
• Resolve routine inquiries whenever possible and elevate complex, urgent, or account-specific concerns appropriately
• Assist residents with routine questions regarding their homes, accounts, community information, and property procedures
• Receive, document, and route maintenance requests, ensuring urgent concerns are escalated according to protocol
• Provide clear updates, confirm next steps, and support timely follow-up between residents and internal teams
• Answer incoming leasing calls and respond to prospective renter inquiries
• Provide approved information about property availability, unit features, rental criteria, application steps, tours, and move-in processes
• Capture accurate prospect information, document lead activity, and route qualified or property-specific inquiries to the appropriate Leasing Specialist or Property Manager
• Support tour scheduling and leasing follow-up when assigned, using approved scripts, information, and workflows
• Respond to short-term rental guest inquiries before, during, and after a stay through approved communication channels
• Assist with availability, property information, booking questions, reservation details, check-in and check-out guidance, and general stay-related concerns
• Provide approved information and elevate pricing exceptions, reservation changes, refunds, safety concerns, maintenance emergencies, and other matters requiring authorization
• Document guest interactions clearly and coordinate with short-term rental operations, housekeeping, maintenance, and property teams for prompt resolution
• Create and manage support tickets in Tiktik and document all interactions accurately in Maynard CRM
• Route requests to the appropriate Property Manager, Leasing Specialist, Resident Support Specialist, Maintenance team, short-term rental operations team, or other internal department
• Follow established workflows, response standards, and service expectations to provide a consistent customer experience
• Work closely with US-based and remote team members in a collaborative environment

Training Provided

• Maynard Voice and Maynard CRM
• Tiktik ticket management
• Company organizational structure, roles, responsibilities, and escalation paths
• Resident support workflows and service standards
• Leasing call handling, approved property information, lead documentation, and inquiry routing
• Short-term rental guest communication, availability and booking inquiry support, and reservation workflows
• Company policies, customer service standards, and applicable compliance expectations