Resident Services Manager I - Multifamily - Boston, MA

Job Description

Job Description

Resident Services Manager - Income Specialization - Multifamily

Charlesgate Property Management is seeking a smart, organized, and proactive Resident Services Manager *Income Specialization to join our growing team. This person is the primary contact for residents and the owner of all things related to resident experience. They also contribute to the overall performance of the portfolio which includes financial performance, resident retention, lease renewals, delinquency collections, compliance and resident communication. Management services are to be performed in a high-quality manner with a sense of urgency. Clients and property must be treated with the utmost respect and hospitality. 

Summary

Reporting to the Head of Portfolio, the Resident Services Manager (Income Specialization) – Multifamily is a tenant-facing role responsible for delivering a consistent, high-quality resident experience across multiple Charlesgate-managed multifamily properties. This position serves as a key point of contact for residents at assigned properties and works closely with onsite teams, maintenance staff, and property management to ensure responsive service, clear communication, and operational consistency.

This role requires strong organization, mobility across sites, and the ability to build trust with residents while supporting Charlesgate’s operational standards across the portfolio.

Core Competencies

• Owns execution and outcomes across resident accounts, lease administration and retention
• Effectively manages resident communication and compliance across multiple properties
• Proactively supports renewals, move-ins, transitions, and ongoing resident satisfaction
• Ensures accurate documentation, billing, collections and income oversight
• Conduct routine property visits and walkthroughs to identify operational, safety, or cleanliness issues
• Serves as a central point of triage for resident and building communications
• Assist with access control, keys/fobs, package management, and resident-facing building systems at portfolio sites
• Tracks tasks to completion, maintains accurate records and meets deadlines
• Bilingual in English and Spanish is a must

Duties and Responsibilities

• Own results for all resident related outcomes across the portfolio.
• Serve as the central point of triage for all resident-related communications.
• Delegate tasks and follow-ups to assigned coordinators or onsite staff as appropriate.
• Collaborate closely with leasing, accounting, and services teams to optimize portfolio performance.
• Support resident communications, including notices, updates, and operational messaging across the portfolio.
• Complete performance reviews of Resident Account Coordinator

• Confirm renewal pricing in alignment with market conditions and ownership objectives
• Send renewal notices, track responses, and secure executed agreements within required deadlines.
• Coordinate with housing authorities regarding payments, lease compliance and required documentation.
• Finalize outstanding balances, process move-out charges, and send accounts to collections when necessary.
• Act as a liaison between residents and Charlesgate management, ensuring alignment and transparency.
• Ensure all lease documents, charges, pass-through fees, and amendments are accurately completed and recorded.
• Oversee move-in processes, ensuring compliance with lease terms and company standards.
• Prepare and distribute move-in packets and coordinate keys, fobs, and access setup.
• Coordinate with local Public Housing Authorities for Section 8 inspections, rent determinations and annual recertifications. 
• Monitor affordable housing compliance requirements and coordinate recertification documentation.
• Send timely building notices, updates, and service communications to residents.
• Ensure residents receive clear, consistent, and professional information across the portfolio.
• Maintain accurate resident records, service logs, and documentation in property management systems.
• Support leasing, inspections, compliance, and audit processes as needed.

Qualifications

• 2+ years of experience in multifamily property management, residential operations, hospitality, or a tenant-facing role.
• Proven ability to manage responsibilities across multiple sites or locations.
• Strong customer service, communication, and conflict-resolution skills.
• Highly organized, detail-oriented, and able to prioritize effectively in a fast-paced environment.
• Proficiency with Appfolio property management software and Google workplace.
• Reliable transportation and ability to travel between portfolio properties as required.
• Portfolio-based multifamily or mixed-use property experience.
• Familiarity with Federal, State and Local housing regulations and tenant relations.
• Bilingual in English and Spanish

Work Schedule & Environment

• Portfolio-based onsite role with standard business hours
• Occasional evenings or weekends required for Emergency On-Call rotation

Compensation

Competitive Salary: $65k to $75K

Benefits

• Excellent, industry-leading health insurance coverage
• Paid time off
• Company holidays
• 401K, FSA, and supplemental insurance

About CHARLESGATE

CHARLESGATE is an integrated real estate firm that empowers thousands of clients throughout New England, metro New York City, and Denver, with a comprehensive array of services across residential and multifamily commercial real estate—including property management & leasing, sales brokerage, investment sales, construction, and new development. Founded in Boston, MA, in 2003 and headquartered in Back Bay, CHARLESGATE has the distinct honor of being one of only 4% of companies that've been on the Inc. 5000 list of fastest-growing private companies in America five times.

Our Vision:

To inspire and empower our clients, our team, and our communities through comprehensive real estate solutions.

Our Core Principles:

MOVE MARKETS & WIN TOGETHER | We're not order takers. We're partners who drive transformative wins through critical thinking and aligned action.

SPEAK HARD TRUTHS | Seek first to understand the perspectives of others.

CHALLENGE CONVENTIONS | Status quo is the enemy of value. We mine the gap between what is and what could be to unlock more value.

OWN IT | Results matter more than effort. Accountability means rising above your circumstances. We commit fully to getting it done right.

PEOPLE > EVERYTHING | Creating better outcomes for the people we serve is our highest calling. Everything we do is delivered with genuine hospitality.

Equal Opportunity Statement

CHARLESGATE Property Management is committed to providing equal employment opportunities and complying with all applicable federal, state, and local laws. We strive to maintain a work environment free from harassment, discrimination, or retaliation based on age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, veteran status, uniformed service member status, or any other protected status.

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