Roofstock
Real Estate
ResidentExperienceManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Resident Experience Manager at Roofstock. Skills: Resident experience management, Customer relationship management, Issue resolution. Engage with residents. Address urgent questions”
What You'll Achieve.
Meet service levels; Exceed service levels
Industry & Context.
Issue resolution; Negotiation
10% travel, Ability to travel, Quarterly overnight visits
What They're Looking For.
Must Have
3+ years experience real estate or property management, Ability to cultivate relationships, Ability to deescalate tough situations, Ability to negotiate creative solutions, General understanding leasing, property management, real estate investing, Excellent verbal and written communication, Experience managing budgets, Experience manipulating spreadsheets, Experience generating financial reports, Tech proficiency Google applications, Tech proficiency workflow engines, Tech proficiency project management tools, Tech proficiency mobile payment applications, Ability to work independently, Ability to work as part of cross-functional team, Ability to drive projects to completion, Flexible schedule, Ability to work evenings and weekends, Knowledge local residential real estate laws, Ability to travel, Quarterly overnight visits assigned territory, Must be authorized to work in U.S., Ability to pass background investigation
Nice to Have
Bachelor's degree, Real estate license, Trades license, Proficiency property management software, Proficiency inspection software, Proficiency renovation software
What You'll Do.
Engage with residents
Address urgent questions
Address sensitive questions
Address concerns via phone
Draft responses to non-urgent matters
Respond via resident portal
Manage resident requests
Complete resident requests
Ensure timely task performance
Provide context to parties
Provide clarity to parties
Monitor productivity metrics
Meet service level expectations
Exceed service level expectations
Test new functionalities
Provide feedback to product development
Mentor Junior Resident Experience Managers
Support Junior Resident Experience Managers
Generate lease addenda
Process changes to lease terms
Contribute to process improvement
Enhance resident experience efficiency
Enhance resident experience effectiveness
Serve as Mynd brand ambassador
Participate in market huddles
Address local pain points
How You'll Work.
Team & Collaboration
Cross-functional team; Market huddles
Communication Scope
Verbal communication; Written communication
Process & Methodology
Project management
Full Job Description
What we do and why we do it As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it. How it’s going (and growing) With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services. About the Role The Resident Experience Manager (RXM) serves as a vital advocate and liaison for residents, overseeing the day-to-day resident journey throughout their lease term. This role is highly customer-driven, focused on creating a positive, seamless, and responsive living experience. RXMs are responsible for building lasting relationships with residents by providing clear communication, swift issue resolution, and consistent support throughout the lease lifecycle. Responsibilities Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls. Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials. Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner. Review case records and draft comprehensive case summaries to provide context and clarity to all parties in
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