Senior Administrator, Communications

Base Annual Compensation: $60,000 - $75,000 (depending on experience)

Title:                                     Senior Administrator, Communications

Reports to:                          Senior Manager, Communications

Primary Function:              Communicating with Tenants and Internal Teams

Status:                                 Full-Time, Non-Exempt

Location:                             San Francisco, CA, (Hybrid)

Summary

Brick and Timber (the “Company”) is seeking a Senior Administrator, Communications to support our rapidly growing team. The successful candidate will support tenant communication initiatives across multiple platforms and ensure a high standard of service delivery through training, process development, and direct resident engagement. The ideal candidate will thrive in a fast-paced environment, balance multiple priorities, and collaborate with onsite and remote teams to improve the tenant experience.

The Company is a property management company focused upon managing residential apartment properties in the Bay Area. The Company seeks to attract and retain motivated real estate professionals who love the unique local Bay Area culture.

At Brick + Timber, we think renters can experience San Francisco’s old-world charm without having to endure the 70's avocado fridge. We work hard to find historic apartment buildings in all the best San Francisco neighborhoods. Our architectural crew then carefully renovates each structure, restoring its unique characteristics, and builds modern amenities into the units. We believe living spaces should have integrity and are deeply committed to our tenants.

Primary Responsibilities 

Resident Support & Escalation Management

• Serve as the primary point of contact for escalated tenant issues, providing timely guidance and solutions through Zendesk and Zendesk Talk
• Meet with tenants online/in-person to resolve complex or sensitive concerns
• Support tenant communication through the creation of building notices, processing reimbursements, and coordination of Rent Board and Small Claims matters

Training & Team Enablement

• Provide ongoing support and training to both onsite and remote teams to improve tenant communication and ensure alignment with internal protocols
• Create and propose new Zendesk macros to enable efficient and accurate responses to routine tenant inquiries

• Encourage team performance and morale through the collection and celebration of positive tenant reviews

Communications Systems & Documentation

• Maintain and regularly update the Zendesk Knowledge Base, SOPs, Monday.com boards, and process documentation to reflect current practices
• Define, implement, and maintain Resident Communications Protocols to ensure consistency across all touchpoints
• Provide administrative and operational support for Tenant Reimbursements, Rent Board and Small Claims matters, Temporary Relocations, Chargebacks, and Unit Transfer requests.

Project Participation & Innovation

• Actively contribute to company-wide projects, including system upgrades, security rollouts, and other cross-functional initiatives
• Identify opportunities to improve communications workflows, enhance service delivery, and support strategic company objectives

Minimum Requirements and Qualifications 

• 3+ years of experience in a customer-facing customer service or communications role
• Familiarity with Yardi, Rent Café, Zendesk, and Monday.com is strongly preferred
• At least 1 year of experience in property management or a similar industry (preferred)

Key Skills and Competencies 

• Outstanding written, verbal, and interpersonal communication skills
• Professional, calm demeanor with a proven ability to deescalate challenging situations
• Strong critical thinking, problem-solving, and conflict resolution skills
• Ability to quickly adjust to changing priorities and make sound decisions under pressure

Brick and Timber is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on 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.  Brick and Timber is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.