Resident Services Manager | Paseo - Austin, TX

Are you someone who genuinely loves taking care of people? Do you get energy from solving problems, building relationships, and making sure residents feel like they actually matter? If so, LV Collective might be exactly where you belong.

The right person for this role is warm, resourceful, and deeply committed to the resident experience from move-in day to renewal and every moment in between.

As Resident Services Manager, your mission is simple: make residents feel heard, helped, and at home. You'll be the heartbeat of the community when it comes to service, communication, and retention.

You might be our person if…

• People have always trusted you to fix things and follow through.
• You treat every resident interaction like it matters, because it does.
• You stay calm under pressure and solution-focused when things get complicated.
• You're organized enough to juggle a full inbox, an open service request list, and a move-in all on the same day.
• You communicate clearly, kindly, and quickly, whether it's in person, over email, or on the phone.
• You take ownership without being asked and never let something fall through the cracks.
• You're the kind of teammate who makes everything run smoother just by showing up.

What You'll Own

Resident Experience & Retention

• Be the first and best resource for residents when questions, concerns, or issues come up
• Resolve resident complaints and service concerns with urgency, empathy, and follow-through
• Complete call-backs on all service requests within 24 hours so residents know they haven't been forgotten
• Answer questions about rent, fees, and payments with accuracy and a helpful attitude
• Stay connected with residents throughout their lease so renewal feels like a natural next step

Communications & Community

• Write and send resident communications including newsletters, surveys, and lease-related notices that sound like a real person wrote them
• Coordinate roommate matching and manage waitlist lease assignments as needed
• Plan and execute resident events that actually bring people together, move-in welcomes, community gatherings, birthday shoutouts, and more
• Check messages consistently throughout the day and respond with intention

Operations

• Coordinate move-ins and move-outs so every transition is smooth and on-brand
• Support lease renewals and keep the process organized and on track
• Stay on top of the day-to-day details that keep the community running well and residents feeling good about where they live

Requirements

• 2+ years of experience in property management, hospitality, or a customer-facing role where you were responsible for making people feel taken care of

• A track record of resolving conflicts and complaints with professionalism and grace
• Strong written and verbal communication skills, you can write a resident email and have a tough conversation with equal confidence
• Comfort with property management software and the willingness to learn new systems quickly