Director of Client Support and Fulfillment

We’re building a future where every home is professionally managed.  One where professional property managers deliver new “Triple Win Experiences” for residents, investors, and their teams.  But creating a winning experience that benefits everyone simultaneously?  That’s hard.

Now, 1,800+ property management companies are doing it with a fully managed Resident Benefits Package by Second Nature.  We bring expertise, technology, and service that professional property managers need to make experiences convenient, rewarding, and consistent.  Our reputation for turning old problems into new revenue streams has made us the only 7-peat national industry vendor of the year.

Join 200+ passionate, thoughtful people who strive to make a difference each day until every home is full of triple win experiences.
 

About the Role
Second Nature is looking for a dynamic experienced Director of Client Support with customer support leadership experience in B2B2C SaaS and/or services. Reporting to the VP of Client Experience, the Director will be responsible for expanding our GTM strategy within the critical customer segment. The Director will refine existing processes and develop new ones to create raving fans. Working closely with the Implementation and Client Success teams, the Director will collaborate cross functionally with Product and Engineering teams, as well as Second Nature’s third-party partners.

Key Responsibilities

• Scale and lead the client support function for Second Nature’s Property Management Customers and their residents 
• Define and implement multi-format client experiences to meet customers where they are - human, digital, etc.
• Establish a metrics-driven function with proven consistency for CSAT, quality and response times
• Define a scalable organizational structure which can adjust to new products and client experiences
• Manage and coordinate in-house domestic teams with offshore BPO resources
• Streamline fullfillment of first and third party products to create seamless client deliverables
• Provide anecdotal and quantifiable client feedback to our Product organization and executive leadership
• Mange 4 direct reports who each manage about 7 to 8 team members

Preferred Qualifications

• 7+ years of experience in SaaS and services client support leadership
• Track record of leading multiple managers with different team functions
• Proven track record of exceeding KPIs that directly impact the customer experience
• Property tech experience preferred
• Strong business acumen with a positive, problem solving attitude
• Ability to demonstrate exceptional interpersonal skills & attention to detail
• Leadership experience with a history of scaling teams to meet growing business needs
• Experience with ServiceCloud, Salesforce, Totango (or comparable platform), and Gong

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.



REMOTE WORK STATEMENT

This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must:

• Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
• Have a quiet, professional, distraction-free environment in which to complete your work
• Have access to your own reliable high-speed internet connection
• Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
   

WHY SECOND NATURE?

• Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan
• Location: Work Remotely from anywhere in the US
• Flexibility: Open PTO and sick days
• The Product: Beyond the awards and 5-star reviews… our clients and customers love what they can do with a fully managed RBP
• Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect 
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
   

OUR CORE VALUES

• Pirate Ship, Not A Cruise Ship: We are innovators who move quickly and decisively.
• Extreme Ownership: We own our product and results and always act with honesty and integrity.
• Grow the Pie: We deliver real value and results to our customers, focusing on outcomes.
• Massive Growth Takes Massive Growth: We don’t fear challenges, we embrace them to hone our skills and increase our impact.
• Purple Heart: Normalize the rebound.
• Be a Moment-Maker: We don’t ask what’s the least we can do, we ask what’s the most we can do.

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.

#liremote