Resident Experience Manager

What we do and why we do it As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it. How it's going (and growing) With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long‑term and short‑term rental investment services. About the Role The Resident Experience Manager (RXM) serves as a vital advocate and liaison for residents, overseeing the day‑to‑day resident journey throughout their lease term. This role is highly customer‑driven, focused on creating a positive, seamless, and responsive living experience. RXMs are responsible for building lasting relationships with residents by providing clear communication, swift issue resolution, and consistent support throughout the lease lifecycle. Responsibilities Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls. Draft thorough and empathetic responses to non‑urgent matters within the resident portal, utilizing templates and training materials. Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner. Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved. Monitor productivity metrics to ensure service levels consistently meet or exceed expectations. Test new features and functionalities, providing feedback to the product development team. Mentor and support Junior Resident Experience Managers in their roles. Generate lease addenda and process changes to lease terms in compliance with local laws. Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience. Serve as a Mynd brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively. Other duties as assigned. Qualifications 3+ years of experience in the real estate or property management industry, overseeing daily operations of single‑family or multi‑family rental homes. Ability and desire to cultivate relationships, deescalate tough situations, and negotiate creative solutions. General understanding of leasing, property management, and real‑estate investing principles. Excellent verbal and written communication skills; utilization of proper grammar, spelling, and tone. Experience managing budgets, manipulating spreadsheets, and generating financial reports. Tech proficiency with Google applications, workflow engines or project management tools, and mobile payment applications. Ability to work independently and as part of a cross‑functional team, driving projects through to completion. Flexible schedule with the ability to work evenings and weekends, as needed. Knowledge of local residential real estate laws and regulations. Ability to travel, including quarterly overnight visits throughout your assigned territory. Nice to Have Bachelor's degree, real estate license, or trades license. Proficiency with property management, inspection, and renovation software (e.g., Yardi, MRI, AppFolio, Onesite, Matterport, Renowalk, and/or Propertyware). Travel Required 10% Location This position is remote but must be located in Atlanta, GA, Dallas, TX, Charlotte, NC, or Tampa, FL. Compensation $24.00 - $27.00 per hour. Compensation may be adjusted based on experience, skills, and interview performance. Pay Transparency Our compensation reflects several U.S. geographic markets. The base pay for this position represents the expected salary for this position. Ultimately, in determining your pay it will be based on several factors including location, job‑related knowledge, skills, experience, and other job‑related factors. Roofstock is a total compensation company; the base salary is only a part of our total compensation package. Competitive & Unique Benefits Package Generous PTO Policy 12 Paid Holidays Volunteer Time Off Paid Parental Leave 401k Program Wellness and home office/cell phone subsidies Robust health, dental, vision insurance, and more Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1‑B Visas at this time. Any offer of employment is conditioned upon the successful completion of a background investigation. Commitment to Equal Employment Opportunity Roofstock is an equal opportunity employer. In keeping with the values of Roofstock, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy‑related condition, marital status, height and/or weight. #J-18808-Ljbffr