Viva Benefits Part-Time (Contractor) Bilingual (English/Spanish) Virtual Community Success Manager Remote · Contractor Company website

Apply for Part-Time (Contractor) Bilingual (English/Spanish) Virtual Community Success Manager

Viva is a network of affordable housing that offers families a set of benefits, including access to health, education, and financial resources. As one example, Viva offers families access to FREE cash - worth more than $5,000 - to help accelerate the transition to homeownership. We are creating equity for all through housing.

About Viva

Viva 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 Role

We 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 attempt—or 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 You’ll Be Accountable For

Your success will be measured by outcomes, not activity.

• Resident Engagement & Activation
• Successfully connect with residents across multiple communities via phone and SMS
• Convert outreach into meaningful engagement and benefit activation
• Increase resident awareness and usage of Viva benefits (telehealth, tutoring, financial tools, etc.)
• Persist through low response rates and maintain consistent outreach volume
• Portfolio Impact
• Support multiple communities simultaneously
• Identify engagement gaps and adjust outreach strategies accordingly
• Contribute to improved activation and participation rates across portfolios
• Operational Excellence
• Manage outreach pipelines independently
• Track interactions and outcomes in CRM systems
• Maintain high-quality follow-up and documentation
• Use structured processes while adapting in real time based on resident responsiveness

What You’ll Do

• Resident Outreach
• Conduct outbound calls, texts, and follow-ups with residents
• Build trust and explain Viva benefits clearly and simply
• Re-engage residents who did not respond initially
• Adjust messaging based on resident needs and responsiveness
• Activation Support
• Guide residents through enrollment in Viva services
• Troubleshoot barriers to participation
• Follow up consistently to ensure successful benefit usage
• Portfolio Support
• Work across multiple communities and resident groups
• Prioritize outreach based on engagement opportunity and need
• Support ongoing portfolio campaigns and engagement initiatives
• Tracking & Reporting
• Maintain accurate records of resident outreach and outcomes
• Use CRM tools to track engagement and follow-up
• Surface patterns and insights from resident interactions

What This Role Requires

Must 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 environments
• Can build trust and rapport without face-to-face interaction
• Is not discouraged by low response rates or repeated rejection
• Can stay organized across multiple portfolios simultaneously
• Works independently while maintaining strong communication with teammates
• Communicates clearly and consistently over phone and text
• Adapts quickly when scripts or approaches are not working
• Maintains persistence and positivity in repetitive outreach cycles
• Is motivated by outcomes, not just activity

This is not a role for someone who needs frequent in-person interaction, structured daily guidance, or immediate feedback loops.

Required Qualifications

• 2+ years of experience in customer success, resident services, community engagement, outreach, call center operations, social services, sales, or related fields
• Strong verbal and written communication skills
• Experience working with CRM tools or structured tracking systems
• Comfort with high-volume outbound communication
• Ability to work independently and manage time effectively
• Strong resilience and ability to handle rejection or non-response
• Spanish / English bilingual ability 

Preferred Qualifications

• Experience conducting virtual outreach campaigns, resident engagement efforts, or customer success initiatives
• Background in social services, education, healthcare access, or financial inclusion
• Familiarity with underserved or diverse populations
• Experience working in startup or fast-changing environments