Member Support Coordinator

Member Support Coordinator – Belong

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 Opportunity:

This role is responsible for managing routine and urgent communication from our community members. You are the frontline and first point of contact so you set the experience for our active homeowners and residents, being able to provide excellent customer service and responsive communication for our community whenever they reach out.

A typical day in the life of the Member Support Coordinator :

Login to ZenDesk and assign themself open tickets to actively manage to resolution
Answer calls from active homeowners, residents, and interested parties
Be online during their shift hours to respond to inbound member inquiries across all mediums including email, chat, phone, and text.
Send proactive status updates to residents and homeowners via email, text, and phone
Close tickets upon resolution
Log diligent notes of every conversation into our systems
Route communications to specialized teams and departments when necessary
Take on additional tasks and projects as the need arises

Required Skill Set:

1-3 years of experience dealing with customer service facing roles.
Communication Skills – Be comfortable communicating to our members across written and verbal channels, with a high level of English language proficiency.
Detail Oriented – Ability to keep track of multiple tasks across multiple platforms, and take the right actions from each in a timely manner.
Solution Orientated – Proactively drives tickets to resolution in a timely manner, accelerating timelines whenever possible.
Customer Centric – Highly empathetic with a keen ability to partner with both residents and homeowners in a positive manner throughout all work order interactions.
Experience with ZenDesk is a plus.

How We Will Evaluate Performance

Tickets responded to within SLA targets x% of the time
Time to first response
Time to ticket resolution
Number of tickets solved per day
Quality of member responses (CSAT & NPS)

Number of Openings:

We currently have 5 roles open in the Philippines to work remotely: Click to view/belonghome/jobs/4353208005

Working Schedule:

Mon – Fri 9am – 6pm PST
Sun – Thur 2pm – 11pm PST
Thur – Monday 2pm – 11pm PST
Thur – Monday 8am – 5pm PST

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.