Job Description
About Belong
We believe in a world where homes are owned by regular people, not corporations. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to achieve financial freedom. We are building a scaled system of wealth creation for regular people through homeownership. We've survived Covid, the tech crash, and the toughest years of the capital markets. We are growing fast and we are AI First. Our 200+ Belongers are strong, curious, and extremely ambitious.
About the role
This job is all about managing speed and being organized; we’re looking for someone who can ensure all move-ins are successful. You will work with the operations and experience teams to ensure our new residents have a seamless experience when preparing for their dream move-in.
Role Responsibilities
Own the entire move-in process and act as the main point of contact for new Belong residents.
Work cross-functionally with the Operations team to QA and review homes once they are listed to monitor ongoing improvements (if any) to ensure a smooth move-in process once home is loved.
Coordinate with external parties to ensure we have all information ready for smooth move-ins (HOA associations, utility companies, etc.)
Work cross-functionally with the Experience team to ensure the resident hand-off post move-in is seamless and detailed if there are any follow-up items.
About You
You are customer-centric: you are able to be empathetic, passionate and helpful when facing our community members.
You are a strong communicator: you feel comfortable communicating verbally and in writing internally and externally.
You are a proactive problem solver: you are able to expect situations before they are being reported to you and are quick to resolve, leveraging all resources available to you.
Requirements
Strong previous customer-facing and operational role experience. Minimum 1-2 years of experience.
Excellent verbal and written communication skills.
Project/task management experience preferred.
Able to work well with others and under pressure.
Zendesk, Intercom, Asana experience required.
KPIs
Achieve consistent CSAT goal of 80+
Pre Move-In survey: feedback for experience between Lease Signed and Resident Moved In
Post Move-In survey: feedback for experience post move-in, prior to handoff to Success Team
Intercom SLA responsiveness to be at 98%+, response time to be within 7 hours
Asana/Admin Fulfillment % for completing Pre Move-In Tasks <2 Days before Move-In Date
Home needs to be in “Move In Ready” status within 2 days of move-in date. This means:
All improvements (including deep clean) are completed
QA completed (if applicable for high risk homes)
Keys are ready
Move-in/access information is ready to be sent to the new residents
Failed Move-In <3%
Walkthrough Follow Up <7 days Post-Move In
Follow-up completed within 7 days of residents moving in
Any reported issues should have active or closed out pro service tickets
Scorecard Metrics
Total Move-Ins Assigned (Book of Business)
Total Move-Ins Assigned, with short turnaround times (7 days or less)
Total Move-Ins Completed On Time (Milestone Met)
Total Move-Ins Anticipated (Lease Offered, not yet Signed)
Average # of Days to Move-In Prepped Milestone
Number of Outstanding Payments (Move In is in less than 3 days)
Total Number of Move-In Walkthroughs Received (3 days or less)
Number of Pro Service Tickets Created (within 30 days of move-in)
Total Number of Homes Handed Off
CSAT Score - Move Ins
(SLA) Median (hours) teammate assignment to first response (within office hours)
(SLA) Median (hours) teammate assignment 2nd response (within office hours)
(SLA) Inbound Call Completion Rate %
