Bilingual Resident Support (LatAm)

Location: Work from Home Type of Employment: Full-time Work Shift: US Business Hours About Us At OurAssistants , we connect U.S.-based property management companies with highly skilled virtual professionals who help improve operations, enhance resident experience, and strengthen client relationships. We are dedicated to building a collaborative, growth-focused remote work environment for our team members. Learn more at ourassistants.com . About the Role We are seeking a Bilingual Resident Support / Retention Coordinator (English–Spanish) to provide exceptional service to residents, improve retention rates, and support property management teams with daily communication and renewal activities. The ideal candidate is empathetic, proactive, and experienced in handling resident concerns, lease renewals, and move-out prevention strategies. This role is critical in ensuring residents feel supported, valued, and well-informed throughout their tenancy. Key Responsibilities Resident Support Assist residents with inquiries related to billing, maintenance, leasing, and community policies in both English and Spanish . Respond promptly via phone, email, or resident portals. Handle escalations with professionalism and empathy. Resident Retention & Renewals Track upcoming lease expirations and manage the full renewal process. Send renewal offers, negotiate terms when needed, and process signed renewals. Identify residents at risk of non-renewal and implement retention strategies. Work closely with property managers to resolve concerns that could impact renewals. Communication & Coordination Provide bilingual communication support between residents, vendors, and the property team. Assist in sending community notices, updates, and announcements. Document all interactions and updates in the property management system. Move-Out Prevention & Issue Resolution Conduct proactive check-ins with residents approaching move-out dates. Address concerns early to prevent avoidable non-renewals. Support resolution of maintenance, billing, or communication gaps. Administrative Support Maintain accurate digital records of renewals, communications, and tasks. Generate retention reports, renewal trackers, and resident satisfaction updates. Assist with onboarding new residents and ensuring a smooth transition. Qualifications & Requirements Minimum 1–2 years of experience in property management, resident relations, leasing support, or customer service. Fluent in both English and Spanish (written and spoken). Experience in renewal management, resident retention, or customer support preferred. Familiarity with property management software (AppFolio, Buildium, Yardi, or similar). Excellent communication, conflict resolution, and problem-solving skills. Strong organizational skills with the ability to manage multiple timelines and resident cases. Empathetic, patient, and resident-focused approach to service. Additional Requirements Must be currently residing in Latin America . Must have a stable internet connection and a remote-ready workstation . Compensation and Benefits Competitive salary based on experience Permanent remote setup Ongoing training and career growth opportunities Supportive and resident-focused team environment