Move-ins Specialist

About this role

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