Move-ins Specialist

Description

Summary: Belong is seeking a highly organized and execution-focused Move-In Specialist to own the end-to-end move-in process for new residents, ensuring a seamless, high-quality, and human experience. Highlights: 1. High-impact role at a critical moment in the customer journey 2. Real ownership and decision-making authority 3. Strong culture focused on care, execution, and accountability **About Belong** Belong is building a new model for housing in the U.S., creating an experience residents love and homeowners trust. We are an AI\-first, fast\-growing company operating in a high\-intensity, execution\-driven environment where details matter and ownership is non\-negotiable. The Move\-In experience is one of the most critical moments in the resident journey. This role plays a key part in delivering a seamless, high\-quality, and human experience at scale. This is not a passive customer service role. We are looking for someone who can own complex operations end to end, operate with urgency, and protect the resident experience under pressure. **The Role** We are looking for a Move\-In Specialist based in Buenos Aires to own the move\-in process from lease signed to successful handoff to the Success team. You will be the main point of contact for new residents, coordinating internally and externally to ensure homes are truly move\-in ready. This role requires strong judgment, operational rigor, and a hospitality mindset. **What You'll Do** *End\-to\-End Move\-In Ownership* * Own the full move\-in process for a portfolio of homes * Act as the single point of contact for residents during pre and post move\-in * Ensure all homes meet Belong's "Move\-In Ready" standards on time *Cross\-Functional Execution* * Partner closely with Operations, Experience, and Pro Services teams * Coordinate with external parties (HOAs, vendors, utilities, cleaners, locksmiths) * Ensure seamless handoff to the Success team after move\-in *Risk Management \& Problem Solving* * Identify risks early and act before issues impact residents * Manage high\-risk move\-ins with short turnaround times * Resolve issues quickly while maintaining a high\-quality experience *Resident Communication* * Deliver clear, empathetic, and proactive communication * Set realistic expectations without overpromising * Handle sensitive situations with ownership and care *Data, SLAs \& Process* * Meet or exceed SLAs for responsiveness and execution * Maintain accurate tracking in Intercom, Asana, and internal tools * Use data to improve move\-in outcomes and reduce failures **Key Metrics \& KPIs** * CSAT 80% * SLA responsiveness 98% (first response within 7 hours) * Move\-ins completed on time * Homes in "Move\-In Ready" status within 2 days of move\-in * Failed Move\-Ins \< 3% * Walkthrough follow\-ups completed within 7 days * Outstanding payments \< 3 days before move\-in * Pro Service tickets created and resolved post move\-in **Why Belong** * High\-impact role at a critical moment in the customer journey * Real ownership and decision\-making authority * Fast growth, high standards, and clear expectations * Strong culture focused on care, execution, and accountability * Competitive compensation aligned with performance **Requirements** * 1–3\+ years in customer\-facing, operational, or coordination\-heavy roles * Experience managing multiple workflows simultaneously * Background in fast\-paced environments (startups, operations, logistics, hospitality)\= * Fluent English (written and spoken) – mandatory * Highly organized and execution\-focused * Strong ownership and accountability mindset * Calm under pressure, comfortable with urgency * Clear and empathetic communicator * Data\-aware and SLA\-driven *Nice to Have* * Experience with Intercom, Zendesk, Asana or similar tools * Experience working with U.S.\-based customers * Hospitality, real estate, logistics, or operations background