New Neighbor Success Lead

About the role

You will serve as the primary human interface between Flow's vision and the perspective resident, translating complex offerings into clear, personalized pathways. This position requires you to synthesize data points, emotional cues, and logistical constraints into a coherent narrative that resonates deeply. You own the end-to-end journey of the prospect, ensuring that every interaction reinforces trust and clarity from first contact to final move-in. You will act as both educator and advocate, guiding individuals and families through a decision that often carries significant emotional weight. Your work will directly influence conversion rates by de-risking the move and aligning expectations with reality in real time. You are fluent in the language of community, able to articulate how shared spaces, flexible terms, and human connection solve specific problems for diverse people. This role demands intellectual rigor, emotional intelligence, and a methodical approach to relationship building. You will document insights rigorously so that patterns in behavior and concern can inform broader product and communication strategies across the organization.

Key facts

What you'll do

Investigate each prospect's background, constraints, and aspirations through structured conversations that reveal unspoken needs.

Interpret complex Flow membership structures, including short term, medium term, and long term options, and present them in a coherent sequence.

Map emotional highs and lows throughout the decision funnel, identifying moments where confusion or hesitation typically arises.

Deploy Flow's technology tools to track touchpoints, surface relevant resources, and maintain a living understanding of each prospect's status.

Coordinate with internal teams to resolve questions about amenities, access, and policy before they escalate into objections.

Translate dense contractual language into plain language, ensuring that residents understand commitments without feeling overwhelmed.

Build a repeatable methodology for qualifying fit, balancing ideal resident traits with the flexibility that Flow intentionally cultivates.

Use observation and feedback to refine onboarding scripts, checklists, and visual aids that support consistent delivery.

Maintain meticulous records of interactions, preferences, and outcomes to support continuous improvement and forecasting.

Champion the resident perspective internally, highlighting friction points and opportunities to strengthen trust at every stage.

Adapt your communication style for different audiences, from solo professionals to multigenerational families arriving with varied priorities.

Identify patterns across lost prospects to inform adjustments in messaging, timing, and the presentation of community benefits.

Collaborate with marketing and operations to test small experiments in messaging, scheduling, and support materials.

Anticipate logistical hurdles related to relocation, such as timing mismatches, documentation, and coordination with third parties.

Demonstrate active listening in every interaction, reflecting back concerns and confirming understanding before moving forward.

Represent Flow with calm, professional presence that embodies the values of connection, flexibility, and human centered design.

Requirements

You must be legally authorized to work in the United States without sponsorship, as this role does not include visa sponsorship at this time.

You must be available to work on site in Miami, Florida, with a reliable commute and professional appearance appropriate for community facing roles.

You must have a high school diploma or equivalent, as this role involves interpreting policies, documenting interactions, and communicating clearly.

You must be comfortable using a computer, learning new software, and following structured procedures while maintaining attention to detail.

You must be able to handle frequent interpersonal interactions, managing multiple conversations and emotional states within a single shift.

You must be able to adapt to changing priorities, shifting between prospecting, follow up, documentation, and collaboration tasks.

You must respect confidentiality and handle sensitive information about residents, prospects, and colleagues with discretion at all times.

You must arrive reliably on schedule, as your presence is integral to maintaining continuity for residents and internal partners.

Nice to have

Experience in resident facing roles within real estate, hospitality, or community focused environments.

Background in customer success, leasing, or client services where consultative communication is emphasized.

Exposure to membership based or community oriented business models that prioritize long term relationships.

Practical notes

This is an on site hourly role in Miami, Florida, requiring consistent presence during standard business hours.

Travel is not involved beyond your commute to the Flow community office and shared workspaces in Miami.

No sponsorship is available for this position at this time, and the offer is contingent on eligibility to work without sponsorship.