Head of Fulfillment Operations – Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

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Second Nature

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

☁️ SaaS

🏠 Real Estate

🤝 B2B

💰 $16.4M Series C on 2020-03

SaaS • Real Estate • B2B

Second Nature is a Resident Experience Platform that helps property managers personalize and automate resident onboarding and benefits. Its software combines Resident Onboarding, customizable Resident Benefits Packages, and an orchestration engine called Maestro to streamline leases, move-in tasks, credit-building, renters insurance, utilities, and other resident services. Delivered as a cloud platform for property management companies, Second Nature aims to improve resident retention, reduce delinquencies and maintenance costs, and increase operational efficiency.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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