Member & Community Experience Associate

@ Flow
Flowflow.com

Member & Community Experience Associate

Posted 1 week ago

About the job

Flow reimagines living, connecting, and working through a tech-driven platform. The role focuses on welcoming residents, supporting operations, managing access, and fostering community for diverse properties like condos and hotels.

Requirements

  • Customer-facing experience
  • Clear and warm communication
  • Familiar with Zendesk platform
  • Handling cash accurately
  • Organized and detail-oriented

Qualifications

  • Hospitality or service background
  • Strong communication skills
  • Ability to multitask effectively
  • Experience in property management
  • Team player with problem-solving skills

Full job description

About the Company

At Flow, we’re reimagining what it means to live, work, and connect. More than just a real estate company, Flow is a brand, a technology platform, and an operations ecosystem spanning condominiums, hotels, multifamily residences, and office spaces. We’re building a new kind of living experience: one that’s flexible, connected, and designed to create genuine community and real value for the people who call Flow home.

Our mission is oneness:  prioritizing our residents and their experiences, and fostering connection with ourselves, their neighbors, and the natural world. By putting people at the center of everything we do, we’re creating vibrant, human-centered communities where life, work, creativity, and play all come together in one place.

About the Role

The Member & Community Experience Associate is the first person neighbors, guests, and visitors
encounter — and the tone they set lasts. This isn't a front desk job in the conventional sense. It's an
operations role that happens at the front of the building: checking people in, resolving problems,
managing access, handling packages, supporting moves, and keeping the lobby as a physical
expression of what Flow believes a home should feel like.

What You'll Do:

Arrival & Welcome

  • Check in guests, prospective neighbors on tours, and vendors. You are the first point of
    contact for everyone who comes through the door.
  • Check in hotel guests at properties where Flow offers hotel stays.
  • Issue and deactivate vendor fobs as needed to maintain building security.
    • Neighbor & Guest Support

  • Receive and work neighbor, guest, and vendor requests and complaints through Zendesk,
    Flow's support ticketing platform, and follow each one through to resolution.
  • Handle escalations directly when you can. Know when to bring in the Director.
  • Represent Flow's tone in every interaction — how you communicate in person and in writing is
    how Flow communicates.

    • Move Management & Access

  • Walk new neighbors through their welcome packet and issue keys at move-in. This is where
    the experience they chose begins.
  • Support move-outs and internal transfers.
  • Manage elevator reservations in service mode: coordinate the schedule, lock and unlock the
    elevator, and walk neighbors through how to use it
    Amenities & Events
  • Handle amenity reservations: confirm availability, process bookings, and know the policies
    and fees for each space
  • Support events — setup and check-in — without leaving the front desk unattended
    Lobby & Property Standards
  • Keep the lobby secure, organized, and consistent with Flow brand standards
  • Update property signage as programming changes: elevator frames, display boards, event
    flyers

    • Packages & Deliveries

  • Sort and log packages from couriers in the package room, and notify neighbors when
    deliveries arrive
  • Conduct regular locker audits to locate missing or misplaced packages
    Shift Operations
  • Prepare shift handoff notes that give the next person a real picture: what happened, what to
    watch, what needs action.
  • Handle cash accurately.
  • Navigate building platforms without friction and learn new tools as they're introduced.

    • What You'll Bring:

    • You've worked in a customer-facing environment — hospitality, residential, retail, or service —
      and you know how to handle what walks through the door.
    • You write clearly and communicate warmly, and you carry the same tone in a Zendesk ticket
      as in a lobby conversation.
    • You're comfortable with Zendesk or a comparable platform and can work within property
      management and revenue management software without needing to be walked through it
      every time.
    • You handle cash accurately.
    • You stay composed when things escalate, and you know the difference between de-escalating
      and avoiding.
    • Nothing falls through on your watch — package logs, signage updates, handoff notes — you
      treat the details like they matter, because they do
    • Applicants must be 18 years of age or older

    Benefits

    We take care of our people so they can do their best work. 

    • Health and WellnessComprehensive medical, dental, vision, disability, and life insurance and parental leave benefits. On-staff doctor, free therapy through SpringHealth, acupuncture, an Employee Assistance Program, and other wellness offerings.
    • Time OffPTO and paid holidays.
    • Financial401(k) retirement plan, healthcare and dependent care FSAs, HSA-compatible plan options with annual employer HSA funding and pre-tax commuter benefits.
    • Life at FlowWeekly catered lunches, wellness classes and employee discounts on Flow hotel stays, grocer products, and merch.

    Flow is proud to be an equal opportunity workplace and hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and/or expression, pregnancy, Veteran status any other characteristic protected by federal, state or local law. In addition, we provide reasonable accommodation for qualified individuals with disabilities.

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