Resident Success Manager at HomeCrew | Torre
Resident Success Manager
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HomeCrew

Resident Success Manager

HomeCrew
Posted by
Craig Curelop
Emma
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Full-time

Legal agreement: Depends on the location of the candidate

Currency exchange and payroll taxes to be paid by:

Depends on the location of the candidate

Base compensation USD10/hour

+ Bonuses (up to 25% of base compensation)

Negotiable
location_on
Remote (for Venezuela residents)
Remote (for Brazil residents)
Remote (for Costa Rica residents)
Remote (for Mexico residents)
Posted 4 months ago

Responsibilities

About the Role: As our Resident Experience Coordinator, you will be a key point of contact for residents throughout their journey with HomeCrew. You will proactively reach out to residents at important moments, from their initial inquiry to move-in, post-move-in follow-up, quarterly check-ins, and move-out. Your job is to make sure residents feel welcomed, heard, and supported while helping us maintain a high-quality resident experience. This is not just an administrative role. This role directly impacts resident satisfaction, move-in experience, retention, referrals, and the reputation of our brand. What You’ll Do: - Call new resident inquiries promptly and warmly. - Call residents on the day of move-in. - Call residents the day after move-in. - Call residents a few days after move-in. - Call residents one week after move-in. - Conduct quarterly check-in calls with current residents. - Call residents during the move-out process. - Ask satisfied residents for referrals. - Gather feedback about onboarding, move-in, and overall satisfaction. - Document all conversations clearly and accurately in our systems. - Escalate concerns or issues quickly to the appropriate team member. - Identify recurring feedback or friction points to help improve the resident experience. What Success Looks Like: - Residents feel welcomed, supported, and cared for. - Onboarding and move-in process scores stay high. - Resident satisfaction remains strong. - Follow-up calls are completed consistently and on time. - Issues are identified early before they become larger problems. - Referrals increase from current and outgoing residents. - Communication is clear, professional, and well documented. What We’re Looking For: - Extremely friendly, warm, and professional. - Excellent spoken and written English. - Strong phone presence with the ability to build trust quickly. - Highly organized and detail-oriented. - Reliable and consistent with follow-through. - Calm, empathetic, and a good listener. - Comfortable asking for feedback and referrals. - Tech-savvy and able to keep accurate notes in a CRM or communication system. - Proactive and able to spot problems early. - Committed to high standards, not just checking boxes.
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