Resident Success Coordinator

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 a dynamic and rapidly growing property management company specializing in affordable rentals. As we continue to expand, we're building out our Resident Support team with senior leaders who can keep our residents taken care of and our team performing at its best.

Position Overview

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.