About This Role

As an Associate on our Resident Success team, you will be the primary point of contact for Divvy residents and ensure their success in our program. This fast-paced role requires empathy, professionalism, and the ability to adapt to change. You will be responsible for managing your individual portfolio metrics, handling delicate situations, and owning resolutions from start to finish. This is an exciting and rewarding opportunity for someone who is passionate about helping others achieve their dreams of home ownership.

We have a documented equal pay policy, and do not negotiate on offers. To maintain fairness and keep starting total comp the same for anyone who comes into that position, individual pay is determined by role, level and work location only. At the offer stage, we give candidates 3 different offers to choose from depending on how they want to favor cash vs equity. The US based salary range for this position is $76,600 to $101,000 + equity + benefits. Please note: We have two different compensation tiers depending on your location. The range displayed reflects the Tier 2 minimum and Tier 1 maximum new hire salary across all US locations. Your Recruiter will discuss the relevant compensation range during your initial screen. 

Responsibilities:

• Be the primary point of contact for Divvy residents within your dedicated portfolio.
• Build and maintain strong relationships with residents to ensure their success in the Divvy Program.
• Own individual portfolio metrics including delinquency, lease renewal, and buyback rates.
• Build out and streamline processes and procedures relative to the Resident Success role, while working towards company goals and OKRs
• Manage and prioritize timelines for projects, ensuring they are met with an appropriate level of urgency to accomplish team goals, SLAs, KPIs, and OKRs
• Own the end-to-end resolution of complex resident issues, including ones that require cross-functional support, are time-sensitive, or have been mishandled previously.
• Handle delicate situations such as evictions, job loss, natural disaster relief, and home maintenance emergencies with empathy, compassion, and professionalism. 
• Advocate for current residents and identify gaps in our service delivery to leadership and various internal teams along with recommendations to improve. 
• Respond to customer inquiries via Phone, SMS, and Email with urgency and professionalism.
• Be willing to adapt and expand your duties and responsibilities as the role develops over time
• Keep all software and ticketing systems up to date as it relates to tenant workflows

Skills & Experience:

• Experience working in high-volume contact centers
• 2+ years experience in a customer-facing role, preferably in SFR, finance, or other tech industry.
• Willingness to work a flexible schedule that could include some weekend work
• Great problem-solving skills, de-escalating customer interactions, and issue resolution.
• Ability to work in a fast-paced, high-growth environment with a performance culture.
• Strong verbal and written communicator, who can work cross-functionally with multiple teams to help customers.
• Technical aptitude and ability to explain complex scenarios via phone and email.

Perks & Benefits:

• 100% remote first culture, with an onsite option at our San Francisco office
• Flexible PTO and company-sponsored Modern Health coaching and therapy sessions
• Competitive salary + equity
• 90% paid medical benefits for you and your dependents (medical, dental, vision)
• 401k match & access to a financial planner
• $1,000 annual professional development stipend
• $350 remote workspace allowance
• $250 monthly co-working space stipend
• 16 weeks paid parental leave 
• Recognized as Time 100’s most influential companies of 2022 & a Great Place to Work

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