Overnight Resident Experience Associate

Placemakr; Washington (District of Columbia); On-site; USD 27,552 - 38,572; Full time

Benefits offered by this job

Competitive pay

Stock options

401(k) with 4% match

Medical, Vision & Dental

FSA & HSA

PTO 15 days; accrual; rollover

Birthday day off

Parental leave

Life insurance

Weekly pay; early access

Property discounts

Job summary

Placemakr is seeking an Overnight Resident Experience Associate (OREA) to act as the primary overnight contact across multiple communities in the Washington area. You will deliver responsive, professional, and personalized service to residents and partners while supporting a remote-first culture with on-site requirements as needed.

Responsibilities include coordinating with property teams, maintaining safety and compliance, and ensuring smooth operations across housekeeping, maintenance, and

Qualifications

• 1+ year of customer service experience in hospitality, retail, multifamily, or food & beverage.
• Strong written and verbal communication skills.
• Experience learning and using CRM or similar systems is a plus.
• Ability to support multiple communities and adapt to priorities.
• Ability to respond with urgency while maintaining professionalism.

Responsibilities

• Provide responsive, professional, and personalized overnight service to residents and partners.
• Serve as the primary overnight contact for multiple Placemakr communities.
• Collaborate with property team members to support a cohesive work environment.
• Maintain a safe, compliant environment by following policies and procedures.
• Assist in de-escalation of situations when required.
• Respond to resident inquiries promptly and professionally through approved channels.
• Monitor overnight operations and escalate issues affecting resident experience or business continuity.
• Utilize maintenance, housekeeping, inspections, and other systems to facilitate smooth operations.
• Coordinate with Housekeeping, Maintenance, Security, and Operations Leadership to address needs quickly.
• Support operations across communities and travel as needed.
• Provide timely handovers at shift end and complete additional duties as assigned.

Skills

Customer service

Hospitality

Written communication

Multi-site coordination

Urgent response

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.

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.

Location & Salary

Position is located in Washington, DC. Pay: $24 per hour.

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 flexibility to use, roll over, or cash out
• PTO increases to 20 days per year after 2.5 years of employment
• Paid day off for your birthday
• Paid parental leave
• Paid life insurance
• Weekly paychecks, plus ZayZoon to access your paycheck early
• Discounts to stay at select Placemakr properties across the US

Responsibilities

• Consistently provide an exceptional experience to all Placemakr residents and partners by delivering responsive, professional, and personalized service.
• Serve as the primary overnight point of contact for residents across multiple Placemakr‑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 established Placemakr, 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 elevate 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 multiple Placemakr communities and travel between assigned locations as business needs require.
• Respond promptly and effectively to off‑site, cross‑functional Placemakr team 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.

Qualifications

• 1+ year of previous experience delivering excellent customer service in environments such as hospitality, retail, multifamily, or food & beverage.
• Previous experience communicating effectively—with residents, team members, and partners, both verbally and in writing. Proper grammar, spelling, punctuation, and a personable yet professional tone are essential.
• Demonstrated ability to learn and utilize systems or technology (previous experience using a CRM or customer communication system is a plus).
• Comfortable supporting multiple Placemakr communities 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.
• Can‑do attitude and ability to work effectively in a collaborative environment, contributing to a culture of proactive communication, unity, and mutual support.
• Embodies our Property Team Mission of Customer, Consistency, and Community (Norms).

Our Community Norms

• We own it.
• We make it better.
• We treat people right.

Equal Opportunity & E‑Verify

Applicants must be legally authorized to work in the United States and meet our age requirement of 18 years or older.

Placemakr will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our team at [e-mail].

All your information will be kept confidential according to EEO guidelines. Placemakr values diversity of all kinds and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Placemakr participates in the E‑Verify program as part of our hiring process in order to maintain a legal workforce and comply with all applicable employment laws. All new hires will be required to complete the Form I‑9 and may be verified through the E‑Verify system.

For more information about E‑Verify, please visit www.e-verify.gov.