Resident Support Lead

Job Description

Job Summary:

Supports centralized resident renewal and notice-to-vacate operations across AIR’s portfolio. Acts as a subject matter expert and point of escalation for renewal-related questions, resident concerns, and administrative support needs. Provides day-to-day operational support to onsite and central teams to ensure renewal volume, quality, and service standards are consistently met.

Essential Functions: Resolves complex and escalated resident renewal, notice-to-vacate, and service-related issues requiring independent judgment, coordination, and problem-solving. Uses internal property management systems (e.g., Entrata) to generate renewals, process lease documentation, manage notices to vacate, and support resident account accuracy. Serves as a central support resource to onsite and SSC teams by providing process guidance, responding to escalated inquiries, and supporting operational initiatives.

Key responsibilities include:

• Maintains active ownership of a designated renewal portfolio by engaging residents, addressing renewal-related concerns, and ensuring timely, accurate completion of all renewal documentation and processes
• Enter notice-to-vacate (NTV) requests and assist residents with move-out procedures to ensure smooth transitions

• Ensure residents remain compliant with renter’s insurance requirements
• Respond to resident inquiries via phone, email, and other communication channels

• Support supervisor or leadership team with special projects and reporting as assigned
• Ensure accuracy, compliance, and consistency across renewal, NTV and renter’s insurance processes
• Troubleshooting system issues and escalate workflow concerns
• Serves as escalation point for resident matters and complex issues; ensure timely resolution and maintain data integrity through audits and corrections
• Support team operations through training, coaching, workflow distribution, and daily prioritization
• Partner with onsite teams and SSC functions to drive alignment and operational efficiency

Qualifications

Education & Experience: High School Diploma or equivalent required. Minimum of 3 years of related experience or equivalent combination of education and experience.

Qualifications:

• Strong knowledge of property management systems (Entrata preferred)
• Proven experience with lease renewals, resident communication, and retention strategies
• Excellent customer service, communication, and problem-solving skills
• Ability to manage a personal workload and portfolio while supporting broader team needs
• Strong attention to detail and organizational skills
• Aptitude to work independently, prioritize tasks, and adapt to changing operational demands in a fast-paced environment
• Ability to interpret and apply policies and procedures

Additional Information

AIR offers attractive total compensation packages designed to recognize and reward performance at the individual, team and company levels. We start with a competitive base salary and add bonus opportunities and benefit choices topped off with:

• Expected base pay range of $31-34/hr. You will be provided a pay rate that is in line with your skills and experience as they relate to the requirements of the job.
• Paid time off including vacation, sick time, and 14 holidays.
• Medical, dental, vision, and life insurance options, HSA/FSA plans, short and long-term disability paid by the company.
• 25% Rent Discount at any AIR community (a rental application is required, and certain exclusions apply).
• 401(k) plan with up to 6% employer contribution.
• Paid parental leave of up to 16 weeks.
• Tuition assistance program and up to 100% reimbursement for job-related certifications and licenses.
• 15 hours of paid time annually for community service.
• Commuter benefits and pet insurance.
• Consumer discounts on various products and services.
• Opportunities for ongoing professional development, leadership training, and career growth.

What You Need to Know

Application Deadline: The initial deadline for applications is 07/24/2026. Applications submitted after this date may still be considered on a rolling basis until the position/program is filled. We encourage all interested candidates to apply as early as possible. If a final decision has not been made by the initial deadline, subsequent applications will be reviewed as they are received.

Candidates extended an offer will be required to undergo pre-employment screening that includes checking references, a four-panel drug screening that excludes marijuana testing, employment verification & criminal background check.

AIR values diversity and provides equal employment opportunities to all employees and applicants for employment. AIR prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.