American Ave is a dynamic and rapidly growing property management company specializing in affordable rentals. As we continue to expand, we’re building out our Resident Support team with senior leaders who can keep our residents taken care of and our team performing at its best.
As an Assistant Resident Success Captain, you’re a strong operator in the work. You’re in the queue every day - moving cases, stepping into escalations, and helping keep things on track when things get busy.
You’re someone the team can rely on when things start to pile up. You jump in quickly, help clear blockers, and keep work moving without needing much direction. You stay focused, consistent, and ready to support wherever needed.
You set the tone through your work. The way you handle cases, communicate, and move through the queue becomes the example others follow.
You’ll work alongside your Resident Success Captain and teammates, taking the call on the trickiest cases and making sure de-escalation, lease compliance, and resolution are handled with the level of care our residents deserve. You help keep things steady day-to-day by showing up strong in the work and backing up the team when it matters most.
What You Do
- You’re a consistent presence in the queue. You provide top-tier resident support, working cases with speed, care, and strong judgment all day, every day
- Step in for calls. When a situation requires a live conversation, you show up prepared and help move it forward every time
- Support SLA, backlog, and queue health by staying close to the work and helping keep things moving
- Step in when volume spikes or coverage is thin, helping stabilize the queue and maintain momentum
- Take ownership of specific queues, workflows, or focus areas as assigned
- Step into escalations and complex cases to support resolution
- Help monitor output and flag gaps in performance or quality
- Assist in onboarding, coaching, and reinforcing best practices across the team
- Execute on special projects assigned by the Captain or Program Lead
- Serve as a go-to resource for teammates needing help on cases
How You Do
- You stay in the work — you know what’s happening because you’re actively working cases every day
- You act quickly — when something slows down, you step in and help move it forward
- You stay responsive — you support the team and the Captain in real time as needs shift
- You operate with consistency — your work is reliable, clear, and high quality
- You communicate clearly — teammates and leadership know what’s going on without having to ask
- You step up when needed — you fill gaps and support the team without waiting to be asked
Qualifications
- 3+ years in customer service, hospitality, property management, or a related field, with deep experience handling complex or escalated cases.
- Calm under pressure — escalations, resident calls and backlog spikes don’t rattle you, they activate you.
- Excellent judgment under ambiguity — you can make a smart call when there isn’t a perfect answer.
- Strong written communication, especially when delivering tough messages with care (think escalations)
- High attention to detail and follow-through — you don’t drop balls, especially the heavy ones.
- Demonstrated empathy and patience, with serious de-escalation skills.
- Self-motivated and proactive, with the ability to work independently and raise the floor for the whole team.
