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Director, Customer Success

Belong

Belong

Customer Service, Sales & Business Development
Miami, FL, USA
Posted on Wednesday, January 10, 2024
We believe in a world where homes are owned by regular people. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to be financially free.
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, Battery Ventures, and Fifth Wall just to name some of our all-star investors.

The Member Success Team

The Member Success Team at Belong is the heartbeat of our marketplace business which prides itself on delivering amazing 5 star experiences and service, 24/7.

The collective team is composed of Account Managers, Escalation Leads, and Member Support Associates who are located both onshore and offshore, and is responsible for supporting Belong homeowners and residents proactively and reactively throughout the member journey via phone, email and chat, and guiding them through the Belong Experience.

Our team is empathetic, caring, positive, data driven, intentional, and intellectually curious, working directly with our member community every day to deliver an amazing service. We are a group of outcome oriented, thoughtful, strategic, and analytical operators who are committed to sharing Belong with the world.

About the Role:

We are seeking a seasoned and passionate Director of Member Experience and Support to lead and scale a hybrid team of onshore and offshore member success and support associates. This leader will drive customer success and satisfaction by setting the vision, strategy, and standards for service excellence, and working hands-on with the team to deliver an amazing experience. You will be the advocate for our members within the company and the advocate for your team. The position reports directly to the Chief Operating Officer.

As the Director of Member Success & Support at Belong, you are at the forefront of creating a world-class experience for our homeowners and residents, which is the foundation of our company. In close collaboration with the Chief Operating Officer and other department leaders, you will oversee Belong’s 40+ person member success and support functions across the end-to-end member journey, ensuring 24/7 support as well as a seamless and delightful experience for all members and potential members.

About You:

The right candidate is expected to be an incredible leader and people manager, and an experienced and charismatic customer experience advocate. You should have experience building and managing onshore and offshore customer support teams that operate 24/7, as well as member success account managers that oversee a portfolio of member accounts. The right leader will set the vision and tone for the organization, motivate their teams to exceed expectations, handle and delegate responsibilities, listen to feedback, lead with humility, communicate well, and have the flexibility to solve problems in an ever-changing operating environment. Here is an outline of the key responsibilities for this role:

Key Responsibilities

  1. Experience Champion: Be the ambassador of Member Experience, advocating for members and the Experience teams across all levels and teams at Belong, both onshore and offshore.

  2. Team Leadership: Lead a high-performing team that operates 24/7, delivering high-quality and timely responses to members and potential members. Hire, develop, and mentor team members, fostering a culture of trust, excellence, and exceptional member experiences. Maintain team staffing and performance levels in accordance with our goals. Foster an environment where staff members are comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Implement industry best practices, achieving results while fostering a fun and inspiring work culture.
  3. Strategic Direction: Set the strategic direction of the Customer Experience and Support department, aligning with company objectives and customer needs. Maintain an in-depth understanding of company technology, products, and services, and drive cross-functional discussions with product, marketing, and sales teams on new product features and process changes, focusing on enhancing team efficiency, the member experience, and Net Promoter Score (NPS).

  4. Performance Measurement: Monitor and analyze team performance and staffing models, making informed decisions about operational and procedural changes and hiring plans to optimize performance and align with the budget. Define operational metrics for the team, establishing a system for tracking metrics, setting the cadence for review within the team, and exposing a subset of key metrics to the executive team, company, and board.

  5. Communication: Communicate proactively at all times, regardless of the status of a project or workstream, and provide visibility throughout the organization on the health and status of our member success & support efforts, including frequently updated reports on experience metrics as well as escalation issues, root cause analysis.
  6. Hands On: Personally manage escalated customer service issues.

Working schedule:

  • This is an onsite working opportunity (Miami)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.