Resident Services Manager — Customer Service

Level (internal): L2 — Functional Manager

Role and Responsibilities Overview

The Resident Services Manager — Customer Service owns the customer service vertical of Resident Services, ensuring lease renewals and resident communications run consistently and on cadence across all properties. The portfolio includes a mix of affordable (rent-stabilized) and market-rate units, so this role requires strong working knowledge of rent-stabilized lease renewals as well as Good Cause Eviction requirements for market-rate units.

This role is the escalation contact for Regional and Community Managers on resident issues and guides the Customer Service Coordinator.

Success in this role means renewals go out on time and convert, the renewal tracker is accurate across properties, and escalated resident issues are resolved promptly.

Renewals & Retention

• Oversee the renewal process for the customer service team.

• Send renewal offers to residents via Onsite in accordance with renewal timelines.

• Ensure the appropriate lease is drafted and generated for each renewal — a rent-stabilized renewal lease or a market-rate (Good Cause) lease, depending on the unit type.

• Follow up with residents on a regular cadence to secure timely signatures.

• Update the renewal tracker for all pending renewals across all properties.

• Escalate rate and term negotiations to the Regional Managers

Resident Waitlists

• Maintain waitlists for garage spaces, unit upgrades, and other resident requests.

• Contact residents as availability becomes available.

• Keep waitlist trackers current and accurate.

Amenity rentals

• Manage resident amenity reservations and rentals.

• Communicate rental fees, rules, and requirements to residents.

• Coordinate with building staff on scheduled amenity use.

Lease compliance

• Communicate, issue and track resident lease violations. Follow up on resolution

• Escalate repeat or serious violations for a potential Legal referral as needed.

Resident Escalations

• Serve as a point of contact for Regional Managers and Community Managers on escalated resident issues and concession requests.

Move-In Coordination

• Oversee the move-in process, ensuring welcome emails, payment confirmation, renters insurance/COI collection, and key hand-off coordination are completed on time.

Property Events

• Coordinate property level events (Movie nights, Yoga, resident appreciation events)

Team & Collaboration

• Guide the Resident Services Coordinator (Customer Service) on renewal execution and resident support (level-appropriate responsibility).

• Collaborate with leasing and the broader Resident Services team as needed.

Phone & Email Coverage

• Oversee phone coverage for the team, ensuring calls are handled promptly or transferred to the appropriate team member.

• Oversee the main email inbox for all properties, ensuring timely responses and proper routing.

• Manage competing priorities across numerous properties in the tri-state area.

Qualifications

• Strong customer service and written/verbal communication skills

• Experience managing lease renewals and resident communications at scale

• High attention to detail and comfort maintaining trackers and data accuracy

• Ability to manage escalations calmly and professionally

• Professional judgment and discretion handling resident information

• Working knowledge of rent-stabilized lease renewals and Good Cause Eviction requirements for market-rate units, across a portfolio that includes both affordable and market-rate housing

• Daily use of Onsite, Yardi, and Excel spreadsheets to manage renewals, trackers, and reporting

• Ability to multitask and manage competing priorities across numerous properties in the tri-state area