Resident Experience Manager Jobs

About Mynd:

Mynd is a tech-enabled real estate company serving the $85B+ property management and real estate investment market. Over the past few years, consumers have gained unprecedented access to the stock market, greater transparency in the mortgage market, and apps that make managing their money more convenient. Yet access to real estate investment, the most powerful tool for building generational wealth, has largely been restricted to wealthy individuals, real estate experts, and professional money managers.

Mynd is determined to change all that.

We’re on a mission to democratize access to happy homes and sustainable investments. Powered by a proprietary, all-in-one digital platform and local listing and property management experts, Mynd streamlines the entire investment journey for both first-time and veteran investors, allowing more Americans access to the single-family rental sector as a way to build generational wealth.

Operating in 25+ markets across the U.S. with real-time insights via our all-in-one platform, we remove the time, communication, and geographic barriers traditionally associated with buying real estate. Investors can confidently find, purchase, finance, insure, lease, manage, and sell single-family rental properties, 100 percent remotely.

Mynd is Great Places to Work certified, a Built In SF Best Places to Work 2022 winner, and made the 2022 Inc. 5000 annual list, the most prestigious ranking of the fastest growing private companies in America. We’ve attracted talent from Starwood Waypoint Homes, The New York Times, McKinsey, BCG, Compass, Better, One Medical, Zillow, Upwork, WeWork, and Facebook. We’re backed by top VCs, including Lightspeed, Canaan, Jackson Square, and QED, and recently announced a $5 billion deal with Invesco Real Estate that will make us the largest buyer of single-family rental homes in the country. Mynd has 10,000 units under management and is proud to serve 5,000 investor customers.

Join us!

About the Role:

Mynd’s Resident Experience Managers (RXMs) interact with our customers regularly from move-in day until the settlement of the Statement of Deposit Accounting (SODA). Using our proprietary property management management workflow system, and customer portal, RXMs tend to the needs of the residents who reside in our managed properties via phone calls, emails, and SMS.

RXMs normally oversee a geographic portfolio made up of 3 to 5 markets and handle all aspects of the rental experience in compliance with local real estate laws: ensuring the home is ready for move-in; move-in logistics; unit inspections; rent collection; lease questions and changes; delinquency reporting; notices to vacate; and coordinating move-outs and evictions.

Above all else, we provide superior customer service so that our residents feel respected in their homes and property owners feel secure in their investments. We communicate proactively with, and demonstrate empathy towards, both residents and investors in accordance with our company values.

Qualified candidates have documented experience in customer service and project management or field operations. Industry-disrupting startups and the property management industry are not for the faint of heart. Candidates must also be digitally savvy, comfortable with ambiguity (e.g. “building the plane as we fly it”), interested in advancing their career in the real estate industry, and excited to collaborate with a diverse team of tradespeople, technologists, and operators.

Responsibilities:

• Proactively pick up the phone to address residents’ urgent or sensitive questions and concerns
• Oversee the monthly collection of rent via our app and other third party sites. Adjust ledgers and issue credits
• Mentor and act as a resource for Jr. Resident Experience Managers
• Generate lease documents
• Serve as a Mynd brand ambassador. Provide a warm welcome and smooth move-in experience for new residents
• Manage resident requests through to completion using an internal case management system. Perform assigned tasks in our workflow engine in a complete and timely manner, beginning with escalations
• Work with other departments to ensure homes are ready for move-in
• Review productivity metrics to ensure that service levels and productivity consistently meet or exceed expectations
• Process changes or additions to lease terms in compliance with local and state laws
• Draft thorough, empathetic, and helpful responses to non-urgent and non-sensitive matters within the resident portal, pulling from templates and training materials
• Review case records, including past resident interactions and communications with our cross-functional team, and draft case summaries that provide context and clarity for all parties
• Share context on requested property repairs & maintenance with Property Managers so that they can persuade property owners to unlock funds
• Test out new features and functionality–workflow changes, technology enhancements, and integrations that enable better service and efficiency. Provide feedback to the product development team

Required:

• Ability to work independently and as part of a cross-functional team, driving projects through to completion
• Excellent verbal and written communication skills; utilization of proper grammar, spelling, and tone
• Flexible schedule with ability to work evenings and weekends, as needed
• Experience managing budgets, manipulating spreadsheets, and generate financial reports
• Ability to travel, including quarterly overnight visits throughout your assigned territory
• 3+ years of field operations or customer service work experience
• Tech proficiency with Google applications, workflow engines or project management tools, and mobile payment applications
• General understanding of leasing, property management, and real estate investing principles
• Ability and desire to cultivate relationships, deescalate tough situations, and negotiate creative solutions

Desired:

• 3+ years of experience in the real estate or property management industry, preferrably overseeing daily operations of single-family or multi-family rental homes
• 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)
• Knowledge of California or Arizona residential real estate laws and regulations

Any offer of employment is conditioned upon the successful completion of a background investigation.

Travel required:

• 10%

Compensation:

$24.00 hourly. The compensation range may be adjusted based on experience and location.

At Mynd, we offer a robust, competitive & unique benefits package:

• 401k + Match
• Cash to purchase your own investment property through our “Project Investor Myndset” program
• Volunteer time off
• Robust health, dental, vision insurance, and more
• 13 Paid holidays
• Sabbatical program
• Wellness, home office, and cell phone subsidies
• Unlimited time off
• Eligible to participate in Mynd’s equity program
• Paid Parental Leave

At Mynd, we encourage all of our team members to:

• Think Like An Investor
• Earn Trust
• Play Team First
• Be an ‘A’ Player
• Always Be Entrepreneurial
• Be Myndful

As part of our dedication to diversity, Mynd is an Equal Opportunity Employer. Individuals seeking employment at Mynd are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.