Senior Resident Support Specialist

American Avenue; Philippines; Sur place; PHP 446 000 - 670 000; Plein temps

Résumé du poste

American Ave in the Philippines is expanding its Resident Support team to deliver an exceptional resident experience. As a Resident Support Coordinator, you will own each case from first touch to final resolution across email, text, and phone, driving progress with urgency and care.

You will manage 300+ inquiries weekly, balance priorities, and collaborate with internal teams to remove blockers, ensuring accurate, timely solutions for residents.

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.

Responsabilités

• 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.

Connaissances

English fluency

Communication

Organization

Multitasking

Problem solving

Ownership & accountability

Emotional intelligence

Outils

Salesforce

Pipefy

Description du poste

American Ave in the Philippines is expanding its Resident Support team to deliver an exceptional resident experience. As a Resident Support Coordinator, you will own each case from first touch to final resolution across email, text, and phone, driving progress with urgency and care.

You will manage 300+ inquiries weekly, balance priorities, and collaborate with internal teams to remove blockers, ensuring accurate, timely solutions for residents.