Concierge

About Belong

We believe in a world where homes are owned by regular people, not corporations. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to achieve financial freedom. We are building a scaled system of wealth creation for regular people through homeownership.

We've survived Covid, the tech crash, and the toughest years of the capital markets. We are growing fast and we are AI First. Our 200+ Belongers are strong, curious, and extremely ambitious.

About the Role

We are not just looking for a Concierge - we are looking for someone who takes true ownership of the longest and most important relationship in the Belong operating system.

Once a lease is signed and a resident moves in, you become the single point of trust for both the homeowner and the resident - for years. This role is about making sure homeowners feel financially confident, residents feel genuinely cared for, and renewals happen because the experience earns them. How this is handled directly shapes trust, retention, and the health of the entire system.

This is a relationship-driven, detail-oriented role for someone who builds with intention, follows through relentlessly, and treats every interaction as a brand moment.

Role Responsibilities

In-Lease Relationship

• Own a portfolio of homes and their members from month two through renewal and beyond.
• Provide proactive communication so neither side ever has to chase you for an update.
• Coordinate with Homecare when something breaks; be the resident's anchor throughout.

Renewals & Retention

• Trigger the renewal process 90 days before lease expiration.
• Present homeowners with market analysis, satisfaction data, and clear recommendations.
• Target 80%+ renewal rates because the experience earns it.

Escalations & Difficult Conversations

• Handle large repair approvals, resident issues, and rent adjustments with empathy and confidence.
• Every call, every message either builds trust or erodes it. There is no neutral.

System Contribution

• Flag at-risk members before they churn. Surface patterns. Operate with radical ownership.
• Ensure data accuracy across all member interactions - homeowners see this, the system depends on it.

What Success Looks Like

• Homeowners feel informed and confident in their returns.
• Residents feel genuinely cared for throughout their time in a Belong home.
• Renewals are closed proactively, not chased reactively.
• SLAs and retention targets are consistently met.

About You

• You are a relationship builder - the kind who remembers details, follows through on promises, and makes people feel genuinely cared for.
• You communicate directly and confidently, and can deliver bad news without losing trust.
• You are relentlessly curious about technology and genuinely excited about what AI makes possible.
• You take ownership seriously. You do not pass problems down the hall.
• You are obsessed with learning and want to be significantly better in 12 months than you are today.

Requirements

• 3 - 5 years of experience in account management, customer success, hospitality, or any role that required maintaining long-term relationships.
• Strong written and verbal English (mandatory).
• Comfort with data, CRMs, and digital tools.
• High attention to detail and strong organizational skills.
• Experience with Intercom or Asana, a background in hospitality or real estate, or familiarity with U.S. housing regulations are a strong plus.