Resident Support Lead
About The Position
Supports centralized resident renewal and notice-to-vacate operations across AIR’s portfolio. Acts as a subject matter expert and point of escalation for renewal-related questions, resident concerns, and administrative support needs. Provides day-to-day operational support to onsite and central teams to ensure renewal volume, quality, and service standards are consistently met. Resolves complex and escalated resident renewal, notice-to-vacate, and service-related issues requiring independent judgment, coordination, and problem-solving. Uses internal property management systems (e.g., Entrata) to generate renewals, process lease documentation, manage notices to vacate, and support resident account accuracy. Serves as a central support resource to onsite and SSC teams by providing process guidance, responding to escalated inquiries, and supporting operational initiatives.
Requirements
- High School Diploma or equivalent required.
- Minimum of 3 years of related experience or equivalent combination of education and experience.
- Strong knowledge of property management systems (Entrata preferred)
- Proven experience with lease renewals, resident communication, and retention strategies
- Excellent customer service, communication, and problem-solving skills
- Ability to manage a personal workload and portfolio while supporting broader team needs
- Strong attention to detail and organizational skills
- Aptitude to work independently, prioritize tasks, and adapt to changing operational demands in a fast-paced environment
- Ability to interpret and apply policies and procedures
Responsibilities
- Maintains active ownership of a designated renewal portfolio by engaging residents, addressing renewal-related concerns, and ensuring timely, accurate completion of all renewal documentation and processes
- Enter notice-to-vacate (NTV) requests and assist residents with move-out procedures to ensure smooth transitions
- Ensure residents remain compliant with renter’s insurance requirements
- Respond to resident inquiries via phone, email, and other communication channels
- Support supervisor or leadership team with special projects and reporting as assigned
- Ensure accuracy, compliance, and consistency across renewal, NTV and renter’s insurance processes
- Troubleshooting system issues and escalate workflow concerns
- Serves as escalation point for resident matters and complex issues; ensure timely resolution and maintain data integrity through audits and corrections
- Support team operations through training, coaching, workflow distribution, and daily prioritization
- Partner with onsite teams and SSC functions to drive alignment and operational efficiency
Benefits
- Paid time off including vacation, sick time, and 14 holidays.
- Medical, dental, vision, and life insurance options, HSA/FSA plans, short and long-term disability paid by the company.
- 25% Rent Discount at any AIR community
- 401(k) plan with up to 6% employer contribution.
- Paid parental leave of up to 16 weeks.
- Tuition assistance program and up to 100% reimbursement for job-related certifications and licenses.
- 15 hours of paid time annually for community service.
- Commuter benefits and pet insurance.
- Consumer discounts on various products and services.
- Opportunities for ongoing professional development, leadership training, and career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
