About Rukita

Rukita is the nation's leading community-driven proptech company, improving urban living across major cities and for hundreds of members. We perfect the modern hassle-free rental experience using our unique approach, designing and operating co-living experiences.

Rukita's design-driven and end-to-end property management services - powered by technology - allows us to meet the needs of today's urban living. Focusing on community, convenience, and experience, we constantly push the boundaries of quality lives at an affordable price.

The Rukita family is made out of a motley crew of real estate professionals, engineers, technologists, community builders, designers, marketers, happiness officers, and so much more. As a family, we work cohesively, collaboratively, value entrepreneurship, and do whatever it takes to deliver happiness in a living space.

About the Role

The Senior Tenant Experience Lead is responsible for ensuring tenant experience quality at Rukita through effective daily operations management, case and complaint resolution, and the development of community engagement initiatives. Previous experience in the hospitality industry and strong managerial skills are essential.

Responsibilities

Operational & Case Management

Lead the tenant complaint handling process in a timely, accurate, and professional manner.
Manage and monitor cases through the internal case management system until resolved in accordance with SLA.
Coordinate with multiple divisions (Housekeeping, Maintenance, Security, etc.) to ensure effective problem resolution.

Tenant Engagement & Community Building

Design and implement initiatives to enhance tenant engagement and foster a sense of community within Rukita.
Take a proactive approach to collect tenant feedback and identify areas for improvement.
Organize community events and social activities to strengthen tenant loyalty.
Familiar with tenant/customer loyalty programs.

Leadership & Team Coordination

Lead, guide, and provide direction to on-site teams.
Deliver training and coaching to staff on service standards and operational procedures.
Act as a role model in upholding Rukita's core values.

Data Management & Reporting

Utilize spreadsheets, Google Chat, and other communication tools for coordination, reporting, and progress monitoring.
Prepare weekly and monthly reports on tenant satisfaction (CSAT), SLA performance, and community activities.
Analyze complaint trends and provide recommendations and mitigation plans for continuous improvement.

Requirements

Minimum 5 years of work experience in tenant relations, facilities supervision, or property operations.
Background in hospitality (4–5 star hotel/apartment) is required.
Experienced in case management systems, case tracking, and customer feedback tools.
Strong leadership and problem-solving skills.
Proficient in spreadsheets and communication platforms such as Google Workspave, email, and other internal systems.
Highly organized, with the ability to manage multiple tasks and priorities simultaneously.
Excellent communication skills, high empathy, and solution-oriented mindset.