Head of Fulfillment Operations – Support

🕒 Outubro 31

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

👻 Score fantasma 10%

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Second Nature

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

☁️ SaaS

🏠 Imobiliário

🤝 B2B

💰 $16.399.999 Series C em 2020-03

SaaS • Real Estate • B2B

Second Nature é uma Plataforma de Experiência do Residente que ajuda administradores de propriedades a personalizar e automatizar a integração e benefícios dos residentes. Seu software combina Integração de Residentes, Pacotes Personalizáveis de Benefícios para Residentes e um mecanismo de orquestração chamado Maestro para otimizar contratos de locação, tarefas de mudança, construção de crédito, seguro de locatários, serviços públicos e outros serviços para residentes. Disponibilizada como uma plataforma em nuvem para empresas de gestão de propriedades, a Second Nature visa melhorar a retenção de residentes, reduzir inadimplências e custos de manutenção, e aumentar a eficiência operacional.

Descrição

• Own enrollment and fulfillment functions for resident benefit services • Own the end-to-end resident and Property Management Company support experience • Ensure accurate and timely resident enrollment, billing charges, benefit fulfillment, and partner data exchange • Operate enrollment workflows using resident data from thousands of property management companies through APIs, flat files, and other channels • Move enrollments to external benefit providers and ensure correct PMC billing • Collaborate with product and engineering teams to redesign and automate enrollment and fulfillment workflows • Own multi-channel phone, chat, and email support for PMC staff and residents • Lead workforce planning, forecasting, and queue/channel architecture for internal and BPO support resources • Manage BPO partner operations, SLA compliance, quality assurance, coaching, volume forecasting, and QBRs • Design and launch segment-specific support models for enterprise, mid-market, and small business accounts • Execute digital-first support through self-service, AI/automation, and chat deflection • Analyze contact drivers and build an automation and deflection roadmap • Maintain quality and accuracy standards for automated and AI-driven workflows • Reduce costs through process redesign, automation, and AI-enabled workflows while protecting CSAT and SLA performance • Optimize unit economics across support channels

🎯 Requisitos

• 5+ years leading high-volume, transaction-driven operations such as claims processing, enrollment administration, or benefits and billing operations • 7+ years of progressive operational leadership in customer support, vendor management, or BPO operations within a fast-growing B2B2C, PropTech, Marketplace, or SaaS environment • Proven track record managing multi-site or nearshore/offshore BPO partners and third-party fulfillment vendors with strict SLA enforcement • Experience implementing digital-first self-service, AI agent workflows, and CRM ticket routing tools such as Zendesk, Salesforce Service Cloud, Gorgias, or similar • Advanced analytical capability in workforce planning, unit economics, contact volume forecasting, and vendor scorecards • Systemic, process-oriented operating approach focused on scalable infrastructure • Availability and engagement during core working hours aligned with the Eastern Time Zone • Quiet, professional, distraction-free work environment • Reliable high-speed internet connection • Legal right to work in the United States after hiring

🏖️ Benefícios

• Medical, Dental, Vision, Life Insurance, & 401K Plan • Open PTO and sick days • Remote work from anywhere in the US • Company reimbursement for bi-annual in-person meeting business travel • Supportive team and training to help grow your career • Opportunity to join a fast-growing startup • Diverse, inclusive culture

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