Director, Homeowner Support

The Director, Homeowner Support oversees the strategy, development, and performance of the team that serves as the first point of contact for homeowners. This role ensures that homeowners receive timely, empathetic, and knowledgeable support through strong leadership, clear processes, and effective cross-functional collaboration. The Director provides oversight to ensure the team consistently understands homeowner needs and coordinates with internal departments and resources to deliver a seamless and supportive experience throughout the homeowner journey. Responsibilities include developing processes for customer intake, monitoring KPIs, overseeing homeowner communications, partnering cross-functionally with Sales, Servicing, Product, and Legal teams, advocating for homeowner needs, implementing a ticketing system, and managing the performance of team members.