Customer Experience Coordinator - Resident Support

Remote | Full-Time or Part-Time

HomeCrew helps people find nice rooms for rent in nice areas, while creating a resident experience that feels welcoming, thoughtful, and professional from the very beginning.

We are looking for a warm, proactive, and highly organized Resident Experience Coordinator to become one of the key voices of our company. This person will support residents throughout their journey with HomeCrew, from their first inquiry to move-in, follow-up check-ins, referrals, and move-out.

This is a resident-facing role with a direct impact on satisfaction, retention, referrals, and the overall reputation of the HomeCrew brand. The ideal candidate is friendly, reliable, detail-oriented, and genuinely enjoys making people feel supported and cared for.

Responsibilities

• Promptly and warmly call new resident inquiries.
• Follow up with residents at key moments, including move-in day, the day after move-in, a few days after move-in, and one week after move-in.
• Conduct quarterly check-in calls with current residents.
• Support residents during the move-out process.
• Ask satisfied residents for referrals in a natural and professional way.
• Gather feedback about the onboarding, move-in, and overall resident experience.
• Document conversations clearly and accurately in the company’s systems.
• Escalate concerns or issues quickly to the appropriate team member.
• Identify recurring feedback, concerns, or friction points to help improve the resident experience.
• Help ensure residents feel welcomed, heard, and supported throughout their time with HomeCrew.

• Excellent spoken and written English.
• Warm, friendly, and professional communication style.
• Strong phone presence and ability to build trust quickly.
• Highly organized, detail-oriented, and consistent with follow-through.
• Comfortable making proactive calls and asking for feedback.
• Empathetic, calm, and able to listen carefully to residents’ needs.
• Tech-savvy and comfortable keeping accurate notes in a CRM or communication system.
• Reliable, proactive, and able to spot potential issues early.
• High standards for service quality and resident experience.

Nice to have:

• Previous experience in customer service, client success, hospitality, property management, leasing support, tenant communication, virtual assistance, or remote support.
• Experience in a resident-facing or customer-facing role.

• Remote position.
• Full-time or part-time options available.
• Compensation of up to $10/hour, depending on experience and fit.
• Opportunity to directly impact the resident experience and help people feel at home.
• Meaningful ownership in a growing company with clear standards and purpose.
• Chance to help shape the voice, service quality, and resident experience of the HomeCrew brand.