Residential Rental Maintenance Manager & Logistics Specialist (LeadSimple / AppFolio)

Job Description About Nest DC: At Nest DC, we deliver best-in-class residential property management across Washington, DC. We are a mission-based, justice-oriented company that puts people and place first. Tending to homes and the people in them is our privilege—we measure our profit in impact, excellent customer care, and frictionless relationships. The Role: We are seeking an experienced, tech-forward Residential Maintenance Coordinator / Logistics Specialist to step in immediately and manage the technical and logistical lifecycle of work orders and turnovers for our 900-unit residential portfolio. Residential maintenance coordination and client facing communication and phone call expertise is non-negotiable. This is a high-volume, non-supervisory, logistics and quality control role. You will not be managing staff; instead, you are the "air traffic controller" for maintenance requests—ensuring tickets are triaged and tracked through completion. We expect same day response to ALL maintenance tickets with communication to the owner and to the resident right away. You will work closely with our secondary maintenance coordinator, a dedicated admin support team (who handle initial intake and data entry), and leadership to ensure zero open loops. Key Responsibilities: Ticket Review, Triage & Assignment: Daily management of inbound maintenance requests in LeadSimple and AppFolio. Dynamically assign jobs by balancing in-house technician availability vs. third-party vendor assignments for optimal cost and velocity. Closed-Loop Customer Care: Ensure every open work order has a clear status update every 24–48 hours. Serve as the technical, customer-forward voice for escalated resident issues using empathic communication (assisted by AI tools). Tech & Database Stewardship: Leverage LeadSimple, AppFolio, Slack, Notion, and Gemini and to maintain 100% documentation compliance (photos, notes, and records) across the portfolio. Qualifications & Skills Needed: Experience: 5+ years of property management, residential maintenance coordination, or turnover logistics experience (multi-family or large SFR portfolios). Software Proficiency: Hands-on expertise with LeadSimple and AppFolio (or similar property management software/BPMs) is required. Tech-Forward & AI Literate: Comfortable using AI tools (e.g., ChatGPT/Gemini) to draft clear customer communications and process documentation, as well as project management databases. Customer-Forward Problem Solver: Obsessed with details, quality control, and providing high-touch hospitality to residents while protecting owner assets. Time Zone / Availability: Must be available during standard US business hours (EST/CST preferred). Engagement Details: Immediate Start (ASAP): This contract starts immediately as a temporary-to-permanent engagement. Trial Period: Initial 30-to-60-day contract to evaluate workflow speed, system adoption, and communication quality, with the explicit goal of transitioning into a long-term, ongoing role.