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.

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.

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.

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.

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.

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

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 %