Resident Services Institutional Team Lead

Resident Services Institutional Team Lead

at Evernest

COMPANY OVERVIEW

Evernest is a full-service real estate and property management company with a national presence and an outstanding reputation. We operate in more than 30 of the nation's most investable markets and manage approximately 20k homes. Our team is high-performing, and our culture is second to none. Built on core values that drive collaboration, innovation, and the relentless pursuit of excellence, we are not just another property management company.

Our people, proprietary technology, and commitment to continuous improvement are reshaping an industry. Our goal is to manage 250k homes by 2030, and we are looking for driven individuals who share our vision. Join us on this exciting journey to build something great and play a key role in shaping the future of property management while making a lasting impact on our clients and the communities we serve.

MISSION

The Institutional Resident Services Team Lead is the operational and cultural leader of the Resident Services function within Evernest's Institutional business. They bring a proven record of strong communication, problem solving, and team leadership, ensuring every resident interaction reflects Evernest's commitment to exceptional service.

Success begins with the team. The Team Lead will recruit, develop, and guide high performing professionals who embody Evernest's values, deliver results, and elevate the standard for resident service. Through consistent coaching, training, and accountability, they will drive accuracy, urgency, and empathy in every interaction.

Resident satisfaction, retention, and delinquency management are central to Evernest's mission and directly impact organizational success. The Team Lead will achieve measurable outcomes by leveraging their team to improve the resident experience, reduce delinquency, and increase renewals. They will partner closely with Property Management, Maintenance, and Accounting to ensure alignment and operational excellence across the entire resident lifecycle.

This is not a passive management role. The right leader will be hands-on, decisive, and deeply engaged in daily operations. They will model extreme ownership, data-driven decision-making, and an unwavering sense of urgency, setting the pace for their team and strengthening the Evernest resident community.

COMPENSATION DETAILS:

Exciting starting salary $ $12.50 USD (MX) per hour with ample opportunities for growth within the company. This is a remote position requiring full-time availability, with work hours of Monday to Friday from 8 am to 5 pm US CST. While we do not offer part-time positions, the benefits of being a full-time team member are significant.

RESPONSIBILITIES

• Lead, coach, and develop a high-performing Resident Services team that embodies Evernest's values, delivers exceptional results, and drives accountability.
• Drive resident satisfaction by improving the quality, consistency, and speed of communication across all interactions.
• Partner cross-functionally with Property Management, Maintenance, and Accounting to achieve resident-related goals for Evernest's institutional clients and ensure alignment across functions.
• Reduce delinquency through proactive, thoughtful communication and effective collections strategies while driving retention through consistent renewal follow-up and objection handling.
• Oversee onboarding and continuous training, ensuring new team members are fully operational and managing portfolios efficiently.
• Conduct regular team meetings and performance reviews to set priorities, review metrics, and reinforce excellence in execution.
• Execute daily, weekly, and monthly audits to ensure accuracy, consistency, and operational excellence across all resident service activities.
• Balance leadership and execution by managing a reduced portfolio when needed and serving as the internal advocate for the resident experience.

CORE VALUES

To be considered for this position, you must connect deeply with Evernest's company core values:

Win Together – We put our team, the company, and our clients first. Alone we can do so little; together we can do so much.

Do the Right Thing – We operate with the highest levels of accountability and are transparent with each other, our clients, and our customers.

Own the Outcome – We are results-obsessed and continuously strive to improve our clients' experience. We are raising the bar in the industry.

Embrace the Grind – We do whatever it takes to get the job done and deliver meaningful results.

Grow Daily – We are committed to improving ourselves and Evernest. We don't accept mediocrity and always strive for excellence.