Member & Community Experience Associate

About The Role

The Member & Community Experience Associate is the first person neighbors, guests, and visitors encounter — and the tone they set lasts. This isn't a front desk job in the conventional sense. It's an operations role that happens at the front of the building: checking people in, resolving problems, managing access, handling packages, supporting moves, and keeping the lobby as a physical expression of what Flow believes a home should feel like.

What You'll Do

• Check in guests, prospective neighbors on tours, and vendors. You are the first point of contact for everyone who comes through the door.
• Check in hotel guests at properties where Flow offers hotel stays.
• Issue and deactivate vendor fobs as needed to maintain building security.
• Receive and work neighbor, guest, and vendor requests and complaints through Zendesk, Flow's support ticketing platform, and follow each one through to resolution.
• Handle escalations directly when you can. Know when to bring in the Director.
• Represent Flow's tone in every interaction — how you communicate in person and in writing is how Flow communicates.
• Walk new neighbors through their welcome packet and issue keys at move-in.
• Support move-outs and internal transfers.
• Manage elevator reservations in service mode: coordinate the schedule, lock and unlock the elevator, and walk neighbors through how to use it.
• Handle amenity reservations: confirm availability, process bookings, and know the policies and fees for each space.
• Support events — setup and check-in — without leaving the front desk unattended.
• Keep the lobby secure, organized, and consistent with Flow brand standards.
• Update property signage as programming changes: elevator frames, display boards, event flyers.
• Sort and log packages from couriers in the package room, and notify neighbors when deliveries arrive.
• Conduct regular locker audits to locate missing or misplaced packages.
• Prepare shift handoff notes that give the next person a real picture: what happened, what to watch, what needs action.
• Handle cash accurately.
• Stay composed when things escalate, and know the difference between de-escalating and avoiding.
• Nothing falls through on your watch — package logs, signage updates, handoff notes — you treat the details like they matter, because they do.

What You'll Bring

• You've worked in a customer-facing environment — hospitality, residential, retail, or service — and you know how to handle what walks through the door.
• You write clearly and communicate warmly, and you carry the same tone in a Zendesk ticket as in a lobby conversation.
• You're comfortable with Zendesk or a comparable platform and can work within property management and revenue management software without needing to be walked through it every time.
• You handle cash accurately.
• You stay composed when things escalate, and you know the difference between de-escalating and avoiding.

Benefits

• Comprehensive medical, dental, vision, disability, and life insurance and parental leave benefits.
• Paid holidays.
• 401(k) retirement plan, healthcare and dependent care FSAs, HSA-compatible plan options with annual employer HSA funding and pre-tax commuter benefits.
• Weekly catered lunches, wellness classes and employee discounts on Flow hotel stays, grocer products, and merch.