Move-ins Specialist

Belong is building a new model for housing in the U.S., creating an experience residents love and homeowners trust.\n\nWe are an AI-first, fast-growing company operating in a high-intensity, execution-driven environment where details matter and ownership is non-negotiable.\n\nThe 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.\n\nThis 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.

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.\n\nYou 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.

End-to-End Move-In Ownership\n\n- Own the full move-in process for a portfolio of homes\n- Act as the single point of contact for residents during pre and post move-in\n- Ensure all homes meet Belong's "Move-In Ready" standards on time\n\nCross-Functional Execution\n\n- Partner closely with Operations, Experience, and Pro Services teams\n- Coordinate with external parties (HOAs, vendors, utilities, cleaners, locksmiths)\n- Ensure seamless handoff to the Success team after move-in\n\nRisk Management & Problem Solving\n\n- Identify risks early and act before issues impact residents\n- Manage high-risk move-ins with short turnaround times\n- Resolve issues quickly while maintaining a high-quality experience\n\nResident Communication\n\n- Deliver clear, empathetic, and proactive communication\n- Set realistic expectations without overpromising\n- Handle sensitive situations with ownership and care\n\nData, SLAs & Process\n\n- Meet or exceed SLAs for responsiveness and execution\n- Maintain accurate tracking in Intercom, Asana, and internal tools\n- Use data to improve move-in outcomes and reduce failures

• CSAT ≥ 80%\n- SLA responsiveness ≥ 98% (first response within 7 hours)\n- Move-ins completed on time\n- Homes in "Move-In Ready" status within 2 days of move-in\n- Failed Move-Ins < 3%\n- Walkthrough follow-ups completed within 7 days\n- Outstanding payments < 3 days before move-in\n- Pro Service tickets created and resolved post move-in

• High-impact role at a critical moment in the customer journey\n- Real ownership and decision-making authority\n- Fast growth, high standards, and clear expectations\n- Strong culture focused on care, execution, and accountability\n- Competitive compensation aligned with performance