Resident Services Manager

Resident Services Manager

As Bungalow's Resident Services Manager, you’ll own the most sensitive and high-impact resident situations, ensuring issues are resolved quickly, fairly, and with a focus on preserving long-term resident and owner trust to drive retention.

This is a "player-coach" role. You’ll spend part of your time in the weeds, working directly with residents and stakeholders on complex issues, and the other part leading, coaching, and improving the support function to ensure our customer experience remains best-in-class.

The right person for this role is not only strong at resolving escalations in the moment, but also able to step back, identify patterns, and determine what needs to change so the same issues do not continue happening. We’re looking for someone who can manage a support environment, read the data, improve processes, and proactively reduce resident escalations before they become larger operational, financial, or legal problems.

About Bungalow

Bungalow is a fast-growing residential real estate and co-living platform on a mission to make beautiful, flexible, and more affordable housing accessible while fostering strong community connections. They provide renters with streamlined digital experiences—from roommate matching and furnished shared homes to simplified lease and maintenance management—redefining how people live and connect across the country. As one of the largest co-living networks in the U.S., Bungalow continues to innovate in residential living by delivering both convenience and meaningful community in vibrant urban markets.

What You’ll Do

• Lead the Resident Success & Trust and Safety Team: You’ll provide coaching on support case management, conduct performance reviews, and ensure the team is equipped to handle routine support requests in addition to escalations. You will manage the Trust and Safety Specialist and serve as the primary escalation point for the offshore resident support team and their manager.
• Proactive Trust & Risk Management: Identify early signals of resident dissatisfaction or operational risk and intervene before escalation. Partner with Operations and Owner Success to proactively resolve issues at the “first sign of friction”. Build playbooks to prevent repeat issues (e.g., maintenance delays, billing confusion, expectation mismatches, documentation gaps, or local market process breakdowns). Establish triggers for proactive outreach in high-risk scenarios.
• Identify Root Causes and Prevent Repeat Issues: Review escalated resident situations to understand what caused the issue and whether there is a broader structural problem that needs to be addressed. You’ll look for patterns in resident complaints, support cases, city-specific issues, billing disputes, contract confusion, or operational handoffs, then work with the appropriate teams to improve the process so the issue does not continue repeating.
• Lead Resolution Strategy and Execution for Complex Resident Issues: Lead resolution strategy and execution for complex resident issues, balancing fairness, customer experience, operational impact, and business risk. Use negotiation, empathy, and creative problem-solving to reach outcomes that preserve relationships when possible. Identify when to resolve, when to escalate, when to involve additional resources, and when to invest in a solution to protect long-term retention and reduce unnecessary cost.
• Manage Support Operations and Escalation Trends: Use support metrics, case trends, and team feedback to understand where issues are coming from and how the support function can improve. You’ll help create clearer workflows, stronger documentation standards, better escalation paths, and more consistent case handling across the resident support team.
• Own Legal & Regulatory Responses When Needed: Act as the lead responder for demand letters, city-level complaints, small claims issues, and virtual mediations when necessary. You will help prepare evidence, documentation, and filings as needed. More importantly, you will look at these situations to determine what could have been done earlier to prevent the issue from reaching that point.

Qualifications:

• 5+ years of experience in customer support, resident success, trust and safety, customer operations, or a related support environment. Experience with legal operations, claims management, property management, or real estate is helpful, but not required. We are primarily looking for someone who knows how to manage a support function, improve processes, and use data to reduce escalations.
• Experience leading a remote or distributed support team. You’ve managed, coached, or influenced support teams and know how to improve performance through clear expectations, strong workflows, and consistent follow-through.
• Deep Commitment to Customer Experience: You view every interaction as an opportunity to build trust, not just resolve a problem. You understand how to balance resident satisfaction, business impact, and operational realities.
• Conflict De-escalation and Sound Judgment: You’re a strong communicator and negotiator who can remain professional and emotionally steady in high-pressure situations. You know how to assess the situation, determine the best path forward, and resolve issues before they become larger problems.
• Analytical and Systems-Oriented: You are not satisfied with solving the same issue over and over again. You naturally look for trends, root causes, and process improvements. You know how to use data, support metrics, and case history to identify what needs to change.
• Bias for Action: You’re an owner who does not wait for permission to solve a problem or close a case. You are comfortable making recommendations, involving the right stakeholders, and pushing solutions forward.
• Technophilic: Your first instinct is to solve problems with scalable solutions rather than adding people. You like implementing new technical solutions, improving execution, and finding ways to use automation, AI, and better systems to create a more efficient support experience.
• Comfortable in a Tech-Forward, Fast-Moving Environment: Candidate needs to be comfortable working in a tech-enabled environment where systems, data, process improvement, and cross-functional collaboration are critical to success.

How You’ll Measure Success

• Resident Satisfaction and Retention: Happy residents provide CSAT scores above 4 and keep our renewal rate above 80%.
• Expanded AI Coverage: Collaboration with Engineering and Operations will increase the percentage of resident support issues handled by AI and resolved with one-touch.
• Decreased Escalations: Through improved response time, support quality, and proactive issue prevention, you will reduce the number of escalations and the associated cost for Bungalow and its owners.
• Fewer Repeat Issues: You will identify recurring resident issues and help build better processes, playbooks, and escalation triggers so the same problems do not continue happening across the portfolio.

Work Location

This is a full-time hybrid position. The candidate must reside in the San Francisco area and be available to come into the office a few times a week.

Compensation

• Base Salary $130,000 - $150,000 (based on experience)

Benefits

• Health Insurance
• Dental Insurance
• Paid Time Off