Do you love helping people feel at home? As a Customer Experience Specialist, you will help residents feel at home in our community and assist prospective residents in finding their perfect apartment home! Your upbeat attitude, ability to clearly communicate, and desire to solve problems will be crucial to everyone feeling #HomeAtLast at Pavilions Apartments in Albuquerque, NM. 

In this role, you will work full-time. A flexible schedule is required and includes weekends and evening hours. 

As a Customer Experience Specialist you:

• Put your upbeat attitude, communication skills, and creativity into action.
• Stand and smile when greeting all customers including prospects, residents, and vendors when they enter the office.
• Provide courteous and prompt responses to all resident and prospect inquiries via phone, email, and text.
• Answer all phone calls to the property and take detailed notes and information.
• Ensure apartments are ready to show daily and for upcoming move-ins.
• Walk buildings, amenities, and vacant apartment homes to ensure quality is up to Cottonwood Standards, including the tour path for prospects and the welcome home experience for all residents.
• Understand pricing and information about all available apartment homes, and be able to answer questions from any prospective renters.
• Assist in planning community events and social media marketing.
• Organize package room daily as packages are delivered.
• Maintain community-related communications and vendor relationships.
• Begin to kick start your career with room to grow into future management positions.

Compensation & Benefits 

• Competitive base pay and quarterly bonus structure! 
• Full health, vision, dental, life, and disability benefits - available within 1-30 days!
• Generous 401k and HSA Company match!
• Paid time off – eligible for 3 weeks (120 hours) in 1^st year!
• 11 paid holidays! 

Important Information

Experience: +2 years

Job Mode: Full-time

Work Mode: Remote

ID: 19997

Job Summary

You will work closely with the CTO to develop the technical strategy and deliver critical features for Phase 1 and beyond. You will be responsible for recruiting and working with the engineering and product teams as well as RET’s LPs, portfolio companies, and future customers.

Responsibilities and Duties

What you're building: The foundational application and API for a multi-tenant property management platform that institutional operators will use to manage 5,000+ units across complex portfolio structures with billions of dollars in revenue.

• Customer discovery & advocacy. It’s not enough to be an engineer that shows up. You must strive to understand and advocate for what’s best for customers. That means digging deep into data, research, etc. to inform your position.
• Estimation and roadmapping. We are building an enterprise system that will require tradeoffs in the roadmap. You will need to provide estimates that you are defensible that will inform what gets built when.
• Pragmatic engineering. We’re moving quickly and our eng team’s primary responsibility is to ship software that drives value for our early alpha customers. You make decisions that reflect the urgency and our customers’ needs, not technical “perfection”.
• Database Architecture & Schema. You own the PostgreSQL schema and write SQL to answer product questions yourself—spotting data quality issues (orphaned records, geocoding gaps, ledger mismatches) before they become production bugs. You design migrations for zero-downtime deployments and implement row-level security policies that make multi-tenant isolation bulletproof.
• Partner Engineering Collaboration. You work directly with engineering teams at partners—not through PMs. When a partner’s geocoding data conflicts with reality (15% of units show >5 mile discrepancies), you write the analysis, propose the schema fix, and email their engineering lead with SQL-backed findings.
• API Design. We count developers as one of our core personas. You're building APIs for both external developers and internal operators—stakeholders who often conflict. You make tradeoff calls using data and judgment: when a partner asks for real-time pricing updates but your analysis shows pricing changes 2-3x/month, you propose batch updates with performance benchmarks to back it up.
• Financial Ledger Accuracy. You write reconciliation queries that validate every resident's balance equals charges minus payments, implement concession logic that finance can audit, and own the charge posting rules that determine GL entries.

Who We're Looking For

Required

Enterprise software shipped at scale. You've managed a product roadmap with 18+ month horizons, hard dependencies, and major stakeholders. You've navigated:

• Regulatory/compliance constraints that shape product decisions
• Complex integrations with third-party systems
• Customers with opposing needs (you can't make everyone happy)
• Product decisions that stick—you don't pivot every sprint

Ownership mentality. You identify problems and solve them without hand-holding. You don't wait for permission. You don't blame "the market" or "the other engineers." You figure out what's wrong and fix it.

Direct feedback tolerance. You handle critical feedback without defensiveness. When a founder or customer tells you something isn't working, you dig in and validate/refute it with data. You don't take it personally.

Strong written communication. You write clearly (Slack, docs, PRDs). You explain complex ideas to non-technical stakeholders. You document decisions so people understand why, not just what.

Good knowledge JavaScript/TypeScript and React. You have experience shipping React-based applications,

Design-first thinking. We assert that design absolutely matters. You consider yourself the design quality of everything we ship—APIs, workflows, reports, configuration interfaces—and obsess about the quality and the end user experience.

Agentic-First Development. You expect and want to ship huge portions of our v1 software agentically. You have recent experience shipping software using agentic agents such as Claude Code or Cursor. You constantly refine our agentic set-up to optimize for the latest models and drive efficiency and quality improvements.

Strongly Preferred

API/developer platform product experience. You've designed or managed APIs. You understand the difference between shipping for internal teams vs. external partners. You've dealt with versioning, breaking changes, and partner certification.

Revenue management systems (RMS) integration experience. You've integrated with or worked adjacent to RMS platforms (Yardi, AppFolio, RealPage, Entrata). You understand the data flows, the politics, and why it's so hard.

Accounting Experience. You've worked in workflows involving delinquency, collections, or accounts receivable. You understand why this boring-sounding area is actually critical.

Multifamily industry experience. You've shipped products into the multifamily space (property management, revenue management, leasing, or operations).

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.