Overnight Resident Experience Associate

Placemakr; Washington (District of Columbia); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Company stock options

401k + 4% employer matching

Medical, Vision & Dental Insurance

FSA & HSA

PTO 15 days + rollover

PTO to 20 days after 2.5 years

Birthday day off

Paid Parental Leave

Paid Life Insurance

Weekly Paychecks + ZayZoon

Discounts at Placemakr properties

Job summary

Placemakr in Washington, DC is seeking an Overnight Resident Experience Associate (OREA) to be the primary overnight contact across multiple communities, delivering responsive, professional, and personalized service.

This full-time overnight role requires weekend/evening/holiday shifts, travel between assigned Placemakr communities in the DC area, and collaboration with on-site teams to ensure a safe, high-quality resident experience. Competitive pay and rich benefits are offered.

Qualifications

• 1+ year of experience delivering customer service in hospitality, retail, multifamily, or similar.
• Strong written and spoken communication with residents, teammates, and partners.
• Ability to learn and use new systems or technology (CRM a plus).
• Comfortable supporting multiple Placemakr communities and changing priorities.
• Ability to stay professional and urgent while maintaining accuracy.

Responsibilities

• Provide exceptional, responsive, and personalized service to residents and partners overnight.
• Serve as primary overnight contact across multiple Placemakr communities.
• Collaborate with property teams to maintain a safe, compliant environment and timely responses.
• Coordinate resident support, operational response, and escalation during overnight hours.
• Ensure effective handovers and continuity of operations between shifts.

Skills

Customer service

Effective communication

CRM familiarity

Multi-site support

Urgent response

Independent work

Discretion

Organization

Can-do attitude

Tools

CRM

Job description

A bit about us

At Placemakr, home meets hospitality. We’ve combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Our tech-enabled buildings create one-of-a-kind guest experiences and add tremendous value to the underlying real estate. Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night — they’re a place to call home.

Our property team members help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location - as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US.

From corporate non-property team members to our property teams and leaders, we’re looking for collaborative, driven individuals to join us as we continue to expand our presence.

The impact you'll have

At Placemakr, we are obsessed with service and believe in providing exceptional experiences to our valued residents and partners. As an Overnight Resident Experience Associate (OREA), you will be the primary overnight point of contact throughout the resident experience, ensuring residents receive responsive, professional, and personalized support during overnight hours.

Overnight Resident Experience Associates support multiple Placemakr communities and are adaptable team members who thrive in dynamic environments. As the primary overnight operational resource, you'll coordinate resident support, operational response, and emergency communication across multiple communities while helping deliver the consistent, high-quality experience our residents expect.

We are seeking individuals who embody Placemakr's Community Norms, have a \"can-do\" spirit, and consistently go above and beyond to ensure resident satisfaction. As an integral member of our Property Team, you will embody our Property Team Mission with each task and interaction while demonstrating that exceptional service remains at the core of everything we do.

This is a full-time overnight position requiring the ability to work overnight shifts, weekends, evenings, and holidays. The exact days of the week will be rotational.

This position requires regular travel between assigned Placemakr-managed communities throughout the Washington metropolitan area as business needs require. Team Members will report to an assigned home-base community in the Washington metro area but should expect to support other locations throughout the portfolio. Approved business travel expenses will be reimbursed by Placemakr.

Our benefits & perks

• Competitive pay rate


• Company stock options


• 401k + 4% employer matching program


• Medical, Vision & Dental Insurance plan options


• Flexible Spending Account & Health Savings Account options


• 15 days of accrued paid time off (PTO) per year, with the flexibility to use it, roll it over, or cash it out!


• PTO increases to 20 days per year after 2.5 years of employment


• Enjoy a paid day off for your birthday to celebrate your day, your way!


• Paid Parental Leave


• Paid Life Insurance


• Weekly Paychecks, plus ZayZoon as an option to access your paycheck before your payday


• Plus, discounts to stay at select Placemakr properties all over the US


• *The exact benefit terms and coverage are detailed in the Employee Handbook. Please note that Placemakr has the right amend policies and are subject to change.

This is an on-site position located in Washington, DC. The pay rate for this position is $22.50/hr, plus an additional $2.00/hour for any hours worked between 11:00 pm - 7:00 am.

Your typical day

• Consistently provide an exceptional experience to allPlacemakrresidents and partners by delivering responsive, professional, and personalized service.




• Serve as the primary overnight point of contact for residents across multiplePlacemakr-managed communities.




• Foster a \"One Team\" mentality by collaborating effectively with fellow property team members, contributing to a cohesive and supportive work environment.




• Maintain a safe, secure, and compliant environment by adhering to establishedPlacemakr, client, and property-specific policies and procedures, including emergency protocols, attendance policies, conduct expectations, and escalation procedures.




• Offer support to team members in need and assist in the de-escalation of situations when required.




• Respond to resident communication in a timely, professional, and solution-oriented manner through approved communication channels while maintaining excellent grammar, punctuation, and professionalism.




• Demonstrate a strong sense of urgency in responding to resident questions, concerns, and service requests while ensuring effective follow-up and resolution.




• Monitor overnight operational activity across assigned communities and proactively upscale emerging issues that may impact resident experience or business continuity.




• Utilize maintenance, housekeeping, inspections, resident communication, and other operational systems accurately to facilitate smooth operations across all teams.




• Partner closely with Housekeeping, Maintenance, Security, Operations Leadership, and on-site property teams to ensure resident needs are addressed quickly, effectively, and within established contractual response timelines.




• Support operations across multiplePlacemakrcommunities and travel between assigned locations as business needs require.




• Respond promptly and effectively to off-site, cross-functionalPlacemakrteam members via Teams, email, phone, or other approved communication methods.




• Complete thorough and effective shift handovers at the conclusion of each shift to ensure seamless continuity of operations.




• Additional duties and responsibilities as assigned. AtPlacemakr, this phraseisn'ta catch-all-it'sthe way we work.

What it takes

• 1+ year of previousexperience delivering excellent customer service in environments such as hospitality, retail, multifamily, or food & beverage.




• Previousexperience communicating effectively (including utilizingproper grammar, spelling, punctuation, and a personable yet professional tone) with residents, team members, and partners, both verbally and in writing.




• Demonstrated ability to learn andutilizesystems or technology (previousexperience using a CRM or customer communication system is a plus).




• Comfortable supporting multiplePlacemakrcommunities and adapting to changing operational priorities.




• Demonstrated ability to respond with urgency while maintaining professionalism and delivering effective solutions.




• Demonstrated ability to work independently, exercise sound judgment, and effectively prioritize competing responsibilities during overnight operations.




• Ability to handle sensitive and confidential information with professionalism, discretion, and integrity.




• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.




• You have a can-do attitude and the ability to work effectively