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Resident Onboarding Specialist
Belong
Job Location
Job Summary
We are seeking a Resident Onboarding Specialist to manage the move-in process for new residents at Belong, a company that creates authentic belonging experiences for homeowners. The ideal candidate will be customer-centric, proactive, and able to communicate effectively with various teams. They will work cross-functionally to ensure seamless move-ins, coordinate with external parties, and resolve any issues promptly. With a strong background in customer-facing roles and operational experience, the successful candidate will contribute to achieving high CSAT goals and KPIs. Belong offers a competitive salary, significant learning opportunities, and a fast-paced start-up environment.
About Us
Our mission is to create authentic belonging experiences for those who own much-loved homes, and those longing for that feeling. Belong is changing what it means to rent a home by putting people first. It’s where hospitality meets consumer real estate—and it’s about to redefine an entire industry. We’re backed by Andreessen Horowitz (a16z), GGV Capital, and Battery Ventures, just to name a few of our all-star investors.
Job Description
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
- 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.
- Availability to work on Weekends - The schedule will be: 40 hours a week with 2 days off.
Some of our KPIs:
- Achieve consistent CSAT goal of 80+
- SLA responsiveness to be at 98%+ , response time to be within 15 minutes.
- Asana/Admin: fulfillment % for completing Pre Move-In Tasks <2 Days before Move-In Date, 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.
What we offer:
- Competitive salary in USD.
- Significant learning opportunities for cross-functional collaboration in a fast-paced start-up environment.
