Two Keys - Member Support Specialist

About Us:

Two Keys Property Management is dedicated to providing top-notch property management services. We specialize in managing short-term rentals and ensuring that our hosts have a seamless and rewarding experience. Our commitment to excellence and personalized support makes us a leader in the property management industry.

The Role We Need:

We’re looking for a Member Support Specialist (MSS) to join our team at Two Keys Property Management. This role is crucial in ensuring a seamless and positive experience for our members by handling inquiries, resolving concerns, and managing communication channels. The MSS will also play a key part in leasing and booking processes, tracking member interactions, and supporting House Leaders in maintaining well-managed properties.

The Person We Are Looking For:

We need someone who is proactive, detail-oriented, and an excellent communicator. The ideal candidate has a strong customer service mindset, thrives in a fast-paced environment, and is comfortable handling multiple tasks at once. Experience in property management, leasing, or hospitality is a plus. This person should be tech-savvy, organized, and passionate about creating a great living experience for our members.

• Respond promptly to member inquiries via chat, phone, and the JV questions channel.
• Address and resolve House Leader concerns efficiently to maintain a smooth living experience.
• Conduct follow-up calls for move-ins to ensure new members have a seamless transition.
• Handle move-out calls to gather feedback and improve future processes.
• Contact members with overdue balances and assist in setting up payment arrangements.
• Review leasing and booking requests to ensure accuracy and compliance with policies.
• Conduct interviews and verification of new members to maintain quality tenant selection.
• Keep accurate records and update tracking systems to monitor leasing activities.
• Onboard new House Leaders, providing them with the necessary training and resources.
• Review House Leader Monthly Reports to ensure operational efficiency and compliance.
• Step in as backup for Host Support when needed, assisting with escalated issues.
• Work closely with internal teams to enhance member satisfaction and optimize property management processes.

• Exceptional Communication Skills: Strong written and verbal communication skills with a customer-first mindset. You should be able to explain policies clearly, de-escalate concerns, and provide professional yet empathetic support.
• Ability to Multitask: Comfortable managing multiple communication channels (chat, phone, email) while maintaining a high level of responsiveness and accuracy.
• Attention to Detail & Problem-Solving: A keen eye for detail to ensure accurate record-keeping, lease verification, and issue resolution. Ability to analyze situations, think critically, and find practical solutions to member concerns.
• Experience in Property Management or Customer Support: Prior experience in property management, leasing, or a customer support role is highly beneficial. Understanding of leasing compliance, rental agreements, and member satisfaction best practices is a plus.
• Tech-Savviness: Proficiency in CRM systems, chat tools, and property management software. Comfort navigating multiple platforms to track interactions, update records, and communicate effectively.
• Adaptability & Initiative: Ability to work independently in a fast-paced environment while collaborating with teams when needed. Proactive in identifying issues and taking ownership of tasks to improve efficiency.
• Strong Organizational Skills: Ability to prioritize tasks, manage time effectively, and ensure no detail is overlooked in handling member interactions and leasing processes.
• Commitment to Member Satisfaction: A genuine passion for providing excellent service and creating a positive experience for members and House Leaders.

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video panel interview with our Member Experience Manager & Director of Two Keys for one (1) hour.
• If warranted, then we move to contract!

PadSplit is proud to be an equal-opportunity workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.