Resident Success Coordinator

Your role in our mission

At Alfred, we're revolutionizing residential real estate with a tech-forward approach that empowers owners, operators, and residents to make time for what matters most. Since 2015, we've delivered millions of services across over twenty cities, saving our members countless hours.

As Resident Success Coordinator, you will be the first point of contact for residents and the engine behind Alfred's day-to-day marketplace and resident operations. You'll manage a high volume of inbound resident requests and marketplace bookings, ensuring every interaction reflects Alfred's commitment to exceptional service. This is an entry-level role with meaningful ownership from day one, you are the person residents rely on, and the detail-orientation and responsiveness you bring directly impacts resident satisfaction across our entire portfolio. This role reports to the Director, Operations & Client Success.

This is a full-time, hourly position with a compensation range of $25–$28 per hour, depending on experience and qualifications. This hybrid role is based in our SoHo office, with in-office attendance required on Tuesdays and Thursdays.

How you'll contribute to #OneTeam

Marketplace Operations – 50%

You own all day-to-day marketplace activity — from the moment a resident requests a service to the moment it's confirmed, complete, and billed.

Booking Management – 30%

• Manage all inbound day-to-day marketplace booking requests, coordinating with vendors to schedule and confirm services on behalf of residents within SLA, targeting 80%+ conversion from request to booking
• Maintain accurate records of bookings, confirmations, and follow-ups, ensuring every request is tracked and closed
• Communicate proactively with residents about their bookings — confirmations, quotes/pricing, updates, and any changes
• Manage and respond to all resident marketplace service requests through the Hello Alfred app 
• Coordinate with vendors across multiple states and time zones to schedule and execute resident services, troubleshooting day-of issues as needed

Marketplace Support & Quality – 20%

• Serve as the first point of contact for resident questions and feedback about marketplace services
• Manage marketplace vendor relationships — monitor pricing consistency, review booking processes for automation opportunities, and collect resident feedback
• Troubleshoot routine vendor or booking issues, resolving them quickly or escalating to the Manager, Operations & Client Success when needed
• Flag patterns in booking gaps or vendor performance that may indicate a coverage or quality issue
• Support marketplace campaigns and program communications as directed

Resident Success & Support – 50%

You are the primary Alfred contact for residents in their day-to-day interactions — delivering warm, responsive, and high-quality support through every touchpoint.

Resident Request Management – 30%

• Handle all inbound day-to-day resident requests through the Hello Alfred app (powered by Intercom/Fin), responding promptly and with genuine care 
• Manage resident communications across the full lifecycle of their request — from first inquiry to resolution
• Keep meticulous records of open requests, ensuring no loop goes unclosed
• Serve as the primary point of contact for residents, managing all inbound questions, comments, feedback, bug reports, and requests through Intercom following dedicated SLA processes
• Manage resident feedback from completed services — including handling negative feedback, issuing refunds or credits, and escalating to vendors to maintain Alfred’s service standards
• Represent the voice of residents internally, acting as a liaison to the Product team to inform strategic and product direction 

Resident Experience & Engagement – 20%

• Deliver a best-in-class hospitality experience in every interaction, representing the Alfred brand with warmth and professionalism
• Route complex, escalated, or sensitive resident issues to the Manager, Operations & Client Success
• Identify and surface resident feedback that may indicate a broader product, process, or service opportunity
• Support resident engagement initiatives and Forum participation as directed

Total: 50% Marketplace Operations | 50% Resident Success & Support

Who you are

• 1–2 years in a customer-facing role (customer support, service coordination, hospitality, or similar); entry-level candidates are welcome
• Excellent written communication skills — you can write clearly, warmly, and quickly under high volume
• Highly organized with strong attention to detail; you track everything and leave no request unanswered
• Comfortable in a fast-paced, high-volume environment where priorities shift quickly
• Positive, empathetic, and hospitality-minded — you genuinely enjoy helping people and it shows
• Experience with CRM or support tools (e.g., Intercom, Zendesk) preferred
• Interest in real estate tech, multifamily, or the resident experience space is a plus

You'll connect with us if you

• Practice empathy
• Conduct yourself with the highest integrity
• Are thoughtful, self-reflective, and always open to growing
• Speak up with radical candor
• Approach your work as an owner
• Have a high and ever-climbing bar for excellence
• Always do things the right way, even when it's harder
• Believe that #OneTeam is greater than the sum of its parts
• Leave no loops open

Some ways we care for you

• Remote-friendly working style
• NYC Pet-Friendly HQ
• Equity, Diversity, and Inclusion Working Group
• Unlimited PTO
• Culture of Promoting from Within
• 100% coverage of Medical, Dental, and Vision Premiums for Employees
• FSA & HSA options
• 401(K)