Resident Support Lead

Job Summary

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.

Essential Functions

• 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.

Key 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

Qualifications

• 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

Pay & Benefits

Expected base pay range of $31-34/hr. You will be provided a pay rate that is in line with your skills and experience as they relate to the requirements of the job.

• 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 (a rental application is required, and certain exclusions apply).
• 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.