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Part-Time (Contractor) Bilingual (English/Spanish) Virtual Community Success Manager
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Viva Benefits
Cambridge, MA (In Person)
Part-Time
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Job Description
Part-Time (Contractor) Bilingual (English/Spanish) Virtual Community Success Manager at Viva Benefits Part-Time (Contractor) Bilingual (English/Spanish) Virtual Community Success Manager at Viva Benefits in Cambridge, Massachusetts Posted in 4 days ago.
We support these goals by connecting residents to meaningful resources across health, education, and financial wellness. Through Viva, residents can access services like telehealth, tutoring, financial tools, and opportunities designed to support long-term financial mobility and housing stability.
Our mission is to create equity through housing by ensuring families not only have a place to live, but access to the resources they need to thrive. By helping residents access life-changing benefits, we help our housing partners build stronger, more stable communities.
About the RoleWe are hiring a Virtual Community Success Manager (CSM) responsible for engaging residents across multiple housing portfolios entirely through phone, SMS, and virtual communication channels.
This role is designed as a remote-first position and does not involve routine community visits or regular field-based outreach. However, occasional travel may be requested for training or shadowing Community Success activities to ensure a strong understanding of the resident experience and resident journey.
You will be expected to proactively connect with residents remotely, build trust quickly through digital channels, and drive meaningful engagement at scale.
This is a high-volume, high-resilience role. Many residents will not respond on the first attemptor the second. Success requires persistence, clarity, and the ability to stay motivated in the face of frequent no-shows, missed calls, and low initial engagement.
You will support multiple communities at once and are expected to operate independently, prioritize effectively, and consistently drive residents from initial contact to successful activation of Viva benefits.
This role is ideal for someone who can quickly build relationships, take initiative, and thrive in a fast-paced, mission-driven environment focused on measurable outcomes.
What Youll Be Accountable ForYour success will be measured by outcomes, not activity.
Resident Engagement & ActivationSuccessfully connect with residents across multiple communities via phone and SMSConvert outreach into meaningful engagement and benefit activationIncrease resident awareness and usage of Viva benefits (telehealth, tutoring, financial tools, etc.)Persist through low response rates and maintain consistent outreach volumePortfolio ImpactSupport multiple communities simultaneouslyIdentify engagement gaps and adjust outreach strategies accordinglyContribute to improved activation and participation rates across portfoliosOperational ExcellenceManage outreach pipelines independentlyTrack interactions and outcomes in CRM systemsMaintain high-quality follow-up and documentationUse structured processes while adapting in real time based on resident responsivenessWhat Youll DoResident Outreach Conduct outbound calls, texts, and follow-ups with residentsBuild trust and explain Viva benefits clearly and simplyRe-engage residents who did not respond initiallyAdjust messaging based on resident needs and responsivenessActivation SupportGuide residents through enrollment in Viva servicesTroubleshoot barriers to participationFollow up consistently to ensure successful benefit usagePortfolio SupportWork across multiple communities and resident groupsPrioritize outreach based on engagement opportunity and needSupport ongoing portfolio campaigns and engagement initiativesTracking & ReportingMaintain accurate records of resident outreach and outcomesUse CRM tools to track engagement and follow-upSurface patterns and insights from resident interactionsWhat This Role RequiresMust be available to support residents and partners across Mountain, Central, and Eastern Time Zones. This role is best suited for someone who:
Thrives in high-volume outreach environmentsCan build trust and rapport without face-to-face interactionIs not discouraged by low response rates or repeated rejectionCan stay organized across multiple portfolios simultaneouslyWorks independently while maintaining strong communication with teammatesCommunicates clearly and consistently over phone and textAdapts quickly when scripts or approaches are not workingMaintains persistence and positivity in repetitive outreach cyclesIs motivated by outcomes, not just activityThis is not a role for someone who needs frequent in-person interaction, structured daily guidance, or immediate feedback loops.
Required Qualifications2+ years of experience in customer success, resident services, community engagement, outreach, call center operations, social services, sales, or related fieldsStrong verbal and written communication skillsExperience working with CRM tools or structured tracking systemsComfort with high-volume outbound communicationAbility to work independently and manage time effectivelyStrong resilience and ability to handle rejection or non-responseSpanish / English bilingual ability Preferred QualificationsExperience conducting virtual outreach campaigns, resident engagement efforts, or customer success initiativesBackground in social services, education, healthcare access, or financial inclusionFamiliarity with underserved or diverse populationsExperience working in startup or fast-changing environments recblid fminsbe3ejnf9pqfbzchcz0esut23f
Type:
contractJob Description:
About VivaViva partners with affordable housing communities to achieve mission-critical goals such as reducing unpaid rent, increasing resident retention, and strengthening community stability.We support these goals by connecting residents to meaningful resources across health, education, and financial wellness. Through Viva, residents can access services like telehealth, tutoring, financial tools, and opportunities designed to support long-term financial mobility and housing stability.
Our mission is to create equity through housing by ensuring families not only have a place to live, but access to the resources they need to thrive. By helping residents access life-changing benefits, we help our housing partners build stronger, more stable communities.
About the RoleWe are hiring a Virtual Community Success Manager (CSM) responsible for engaging residents across multiple housing portfolios entirely through phone, SMS, and virtual communication channels.
This role is designed as a remote-first position and does not involve routine community visits or regular field-based outreach. However, occasional travel may be requested for training or shadowing Community Success activities to ensure a strong understanding of the resident experience and resident journey.
You will be expected to proactively connect with residents remotely, build trust quickly through digital channels, and drive meaningful engagement at scale.
This is a high-volume, high-resilience role. Many residents will not respond on the first attemptor the second. Success requires persistence, clarity, and the ability to stay motivated in the face of frequent no-shows, missed calls, and low initial engagement.
You will support multiple communities at once and are expected to operate independently, prioritize effectively, and consistently drive residents from initial contact to successful activation of Viva benefits.
This role is ideal for someone who can quickly build relationships, take initiative, and thrive in a fast-paced, mission-driven environment focused on measurable outcomes.
What Youll Be Accountable ForYour success will be measured by outcomes, not activity.
Resident Engagement & ActivationSuccessfully connect with residents across multiple communities via phone and SMSConvert outreach into meaningful engagement and benefit activationIncrease resident awareness and usage of Viva benefits (telehealth, tutoring, financial tools, etc.)Persist through low response rates and maintain consistent outreach volumePortfolio ImpactSupport multiple communities simultaneouslyIdentify engagement gaps and adjust outreach strategies accordinglyContribute to improved activation and participation rates across portfoliosOperational ExcellenceManage outreach pipelines independentlyTrack interactions and outcomes in CRM systemsMaintain high-quality follow-up and documentationUse structured processes while adapting in real time based on resident responsivenessWhat Youll DoResident Outreach Conduct outbound calls, texts, and follow-ups with residentsBuild trust and explain Viva benefits clearly and simplyRe-engage residents who did not respond initiallyAdjust messaging based on resident needs and responsivenessActivation SupportGuide residents through enrollment in Viva servicesTroubleshoot barriers to participationFollow up consistently to ensure successful benefit usagePortfolio SupportWork across multiple communities and resident groupsPrioritize outreach based on engagement opportunity and needSupport ongoing portfolio campaigns and engagement initiativesTracking & ReportingMaintain accurate records of resident outreach and outcomesUse CRM tools to track engagement and follow-upSurface patterns and insights from resident interactionsWhat This Role RequiresMust be available to support residents and partners across Mountain, Central, and Eastern Time Zones. This role is best suited for someone who:
Thrives in high-volume outreach environmentsCan build trust and rapport without face-to-face interactionIs not discouraged by low response rates or repeated rejectionCan stay organized across multiple portfolios simultaneouslyWorks independently while maintaining strong communication with teammatesCommunicates clearly and consistently over phone and textAdapts quickly when scripts or approaches are not workingMaintains persistence and positivity in repetitive outreach cyclesIs motivated by outcomes, not just activityThis is not a role for someone who needs frequent in-person interaction, structured daily guidance, or immediate feedback loops.
Required Qualifications2+ years of experience in customer success, resident services, community engagement, outreach, call center operations, social services, sales, or related fieldsStrong verbal and written communication skillsExperience working with CRM tools or structured tracking systemsComfort with high-volume outbound communicationAbility to work independently and manage time effectivelyStrong resilience and ability to handle rejection or non-responseSpanish / English bilingual ability Preferred QualificationsExperience conducting virtual outreach campaigns, resident engagement efforts, or customer success initiativesBackground in social services, education, healthcare access, or financial inclusionFamiliarity with underserved or diverse populationsExperience working in startup or fast-changing environments recblid fminsbe3ejnf9pqfbzchcz0esut23f